Welcome to the Library!!

1. Welcome to the Library!! Deb Weltsch, Poughkeepsie Public Library District Coordinator of Central Library Services 10/2013 Dealing with an Angry Patron in the Public Library

2. Procedural and Equipment Problems Patrons often object to our policies and procedures. This is most evident at the Circulation Desk! Many patrons do not like a set loan period and object to overdue fines when they bring items back late. Sometimes this is cultural, and sometimes people feel that since the initial loan is free, there should be no charge. People can devalue things that are free, rather than valuing them as a privilege… --And, computers often cause grief-through operator error, like closing a file before saving it, or technology malfunction! It can be helpful to have basic ‘scripts’ explaining why we have fines, limited renewals, require birth dates and such.

3. Resolving Conflict -L-E-A-R-N • L -- Listen • E -- Empathize • A -- Apologize • R -- Resolve • N -- Normalize

4. Dealing with Angry Patrons • L -- Listen– Let him/her vent a little (within reason): “Tell me what the problem is.” *You should not tolerate name-calling, yelling or swearing! “I can’t work with you when you are raising your voice.” “Please be civil…”

5. Dealing with Angry Patrons • E -- Empathize– Put yourself in their shoes: “I can see you’re frustrated; I would be too.” “I understand why you’re upset.” “That is a large fine…”

6. Dealing with Angry Patrons • A -- Apologize- --Especially if it was a screw-up by staff! “I’m very sorry for the inconvenience” “I feel terrible that your request got misplaced; I’ll resubmit it immediately” “I’m sorry that it’s difficult for you to get ID, but it’s a requirement for everybody who wants a card.”

7. Dealing with Angry Patrons • R -- Resolve– Try to fix the problem if you can: “I can’t let you check out-but I’ll hold this for you. Meanwhile, let’s find some online sources” “What can we do to fix this?” • Negotiate a repayment schedule for a big fine • Redo the lost hold for the patron • Allow a little more computer time • Give instruction in how to save a file for ‘next time’

8. Dealing with Angry Patrons • N -- Normalize– Help get the conversation back to a neutral interaction. “Is there anything else you need today?” “ I hope we can go forward now with a shared understanding of library policy” “Please let me know if I can do anything else for you...”

9. Restoring Relationships You can turn a disgruntled library user back into a satisfied customer by: • Keeping calm. This can be difficult, but is very important! • Maintaining a friendly, respectful, and professional demeanor • Clearly explaining policies and procedures • Using scripts for help with positive language (create your own!) • Referring complaints to the Director, or Library Board if need be. • Practicing! Role-play to get comfortable explaining unpopular procedures that are a frequent source of patrons’ dissatisfaction. --and if possible, consider changing them! Handling complaints is an opportunity to improve! With a friendly and approachable staff, conflicts that come up are often handled more easily. Dealing with patron dissatisfaction is part of providing customer service. You can’t please everybody—but try!

10. Last Words: When dealing with an angry patron, or at least afterward, don’t forget to take some deep breaths to help you stay calm. Confrontations can make everyone upset and edgy. Conflict may stir up the primal “fight or flight” response, and breathing deeply and slowly can help restore equilibrium! Take care of yourself!!