Irate customers can be a challenge for employees in any organization, and particularly in public libraries where public funding means everyone is welcome. Techniques like staying focused on the issue, demonstrating empathy, using active listening skills, and asking open-ended questions can help you diffuse tense moments and bring about win-win situations with your customers. Learn how to use these techniques by examining common scenarios in this fun webinar.
This webinar was presented by a team of staff from the Gail Borden Public Library. The webinar is approximately 90 minutes in length.