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Serving the Difficult Customer
Kitty Smith
其他書名
A How-to-do-it Manual for Library Staff
出版Neal-Schuman Publishers, 1993
主題Business & Economics / Customer RelationsLanguage Arts & Disciplines / Library & Information Science / General
ISBN15557016129781555701611
URLhttp://books.google.com.hk/books?id=odXgAAAAMAAJ&hl=&source=gbs_api
註釋"Difficult" people frequent every kind of library. Whether a tough customer's behavior is a symptom of mental or emotional disorder, or the result of a bad day and a convenient target, all library staff benefit from knowing how to deal with one. This best-selling manual guides library staff at all levels through different types of behavior and clients (e.g., angry, hostile, aggressive, passive-aggressive, lonely, homeless, etc.), different responses, and appropriate resources for help.