Dealing with Difficult Patrons

Librarians and staff in libraries of all types will at one point have an interaction with a difficult patron. Whether the patron or student is frustrated with library policy, refusing to follow standard rules, or is simply argumentative or persistent, it is imperative to develop interpersonal skills in order to deal with these situations.

In this course, we will apply standard customer service skills when relating to difficult patrons. We will also list common patron difficulties as well as ways to effectively solve problems.