Northeast Ohio Regional Library System
Banish ?Problem Patron? From Your Vocabulary
Date/Time
9/23/2014
2:00 p.m. - 3:00 p.m.
2:00 p.m. - 3:00 p.m.
Event Description
Geographic Member/Other Cost: $50
Full/CE Member Cost: $25
Library Customer Service Training often focuses on the ‘problem patron’. Disruptive patrons make up only a small portion of the customers served and every one of them has the potential to be labeled a ‘problem’.
Full/CE Member Cost: $25
Library Customer Service Training often focuses on the ‘problem patron’. Disruptive patrons make up only a small portion of the customers served and every one of them has the potential to be labeled a ‘problem’.
Location
Online
Via Adobe Connect
Via Adobe Connect
Contact Person
Melissa Lattanzi
(phone: 330-655-0531)
(phone: 330-655-0531)
Details
By labeling and creating policy and procedure around “ the exceptions” you sell the rest of your customers short and help create the so-called ‘problem patron’.
Participants will:
Melissa has worked for 35 years in libraries as a paraprofessional and degreed professional, in addition to a 4-year “retirement” to learn about the book & publishing industry.
She is an Independent Librarian currently teaching Cataloging Fundamentals and Collection Management both online and through state libraries, library consortia, and other education agencies. She regularly consults with school and public libraries on technical and public services.
Participants will:
- Discover how they may be contributing to bad behaviors in the library
- Learn how focusing on the behavior rather than the person changes the dynamic
- Create a more inclusive vision of customer service that serves both patrons and staff
Melissa has worked for 35 years in libraries as a paraprofessional and degreed professional, in addition to a 4-year “retirement” to learn about the book & publishing industry.
She is an Independent Librarian currently teaching Cataloging Fundamentals and Collection Management both online and through state libraries, library consortia, and other education agencies. She regularly consults with school and public libraries on technical and public services.
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Banish ‘Problem Patron’ From Your Vocabulary
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