Webinar Recording: Dealing with Angry Patron Behaviors with Andrew Sanderbeck

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Date(s) - 12/13/2017
10:00 am CST - 11:00 am CST

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Oh, yes…they’re out there and they’re coming to your library. Angry, nasty, and even downright unreasonable customers on a mission to tell and show you how they feel. Their behaviors really are difficult!

The good news is that you can choose to not let them drag you down or ruin your day. And by using a few proven techniques and questions, some of these angry customers could actually leave feeling better!

The Dealing with Angry Patron Behaviors webinar is an interactive program filled with practical and useful information that you’ll be using to more effectively handle your angry customers the next time they are in front of you.

Participants will learn and begin to master:

  • Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control.
  • 3 powerful techniques for not “eating the angry customer’s poison” and not taking things personally.
  • Specific phrases to use with customers that help keep emotions under control.

Andrew Sanderbeck is a recognized expert presenter, coach, and consultant for libraries on customer service, communication skills, change management, relationship building, and management and leadership. He has presented at ALA, PLA, and at many state and regional library conferences, as well as international conferences. Andrew is the founder of PCI Webinars, a webinar company that produces 100 programs each year for library organizations. He is the author of two books, The Power of Asking for What You Want and The ABCs of Positive Living.

Competency Index for the Library Field: Essential Library Competencies

Skill Level: Introduction & Beyond Basic

Want to register to attend the live webinar? Click here.

Registration is closed for this event.

For FY2021-22, 70% of the total costs for the PLAN Continuing Education program ($220,000) is supported by federal money, and 30% of this program ($92,991) is supported by state money. The total budget of the project is $312,991.