NOTE: To change the image on this slide, select the picture and delete it. Then click the Pictures icon in the placeholde r to insert your own image. DIFFICULT CUSTOMERS… …and how to keep your focus when dealing with them.

5 Keys of Rage

Lessons For Management

Four T’s of Customer Rage T T T arget emperament riggers reatment

Three Prong Approach

LATTE Principle

Case Study 1 Customer calls the library to renew her books. The staff member asks the patron for her library card number. The Customer says, “I can’t give you my card number. I’m in the car driving.” The staff member explains that without the library card number she will not be able to renew the books. The customer says, “Are you trying to get me into an accident?” The staff then suggests that the customer can call from home. The customer says, “I suggest you do what I tell you to do and put your manager on the phone.” How will you handle this situation?

Stephanie is an infrequent customer who approaches the circulation desk to check out a book. The staff member at the desk informs her that she has accrued an enormous fine on a long overdue item. “Never,” Says Stephanie. “You’ve obviously made a mistake; plus I was never notified about this.” “We usually send two notices.” says the staff member. “You’re always doing this to me----You’ve never made a mistake?” The staff member then suggests, “Why don’t you go home and check your house.” “I’m not going to check at home—my house is clean; do you want to come over and check? Is that what you want?” she snatches the book from the staff member and hands a $100 bill, “Give me the book if I’m going to pay for it I might as well keep it. Now delete all my information, I don’t want to deal with you anymore.” Then she turns around and says, “I’m calling my Assemblyman and my lawyer and have you shut down, then you will not have a job.” How will you handle this situation? Case Study 2 1.Stay calm. 2.Refer to the policy. 3.Tell her we may do an extended search. 4.Refer her to your supervisor or the branch manager. 1.Stay calm. 2.Refer to the policy. 3.Tell her we may do an extended search. 4.Refer her to your supervisor or the branch manager.

Case Study 3 A customer who is new to using computers repeatedly approaches the Reference librarian to help set up an account. She has no idea how to do it because she had never used a computer. Since she was not busy, the librarian in her polite and professional manner provides her help for a few minutes. Soon a line begins to form at the reference desk and the librarian has to leave to attend to other customers. The woman loudly complains about the lack of service at the library How will you handle this situation? 1.Apologize. 2.Be understanding. 3.Offer classes. 1.Apologize. 2.Be understanding. 3.Offer classes.

Case Study 4 Fred, an infrequent customer, comes to the circulation desk to pick up a book that he had put on reserve. Jennifer, the staff member, could not locate the book. Jennifer discovered that the hold had expired, so the book was given to someone else, and she explained the situation to Fred. “I’m sorry sir,” she explains, “but the item is not available at the moment. We held it until yesterday, and when you didn’t pick it up, it was given to the next person on the reserve list.” Fred begins yelling, “You won’t give it to me because it’s one day past the hold limit? I was on vacation and just received notice yesterday that the book was here! I came in as soon as I could! I need that book for a project at work! I must have it now!” He continues to rant and is making other patrons uncomfortable. How will you handle this situation? Dealing with difficult Patrons, presented by Tricia Richards, The PR Dept., LLC 1.Apologize 2.Offer alternative help. 3.Diffuse the situation by explaining the library’s process. 1.Apologize 2.Offer alternative help. 3.Diffuse the situation by explaining the library’s process.

When possible avoid negative language and use positive responses. Dealing with difficult Patrons, presented by Tricia Richards, The PR Dept., LLC Instead of…Say… That’s not my job. That’s not handled by my department. We’ve always done it this way. I don’t know I’m not authorized to do that but I will find someone who can. I think our Reference Department can help but let me find out. That’s our policy but I’ll see what I can do. Let me find out for you.

Guidelines for dealing with difficult patrons 1.Have an updated policy. 2.Develop communications skills. 3.Train staff. 4.Always observe verbal and non-verbal messages and respond accordingly. 5.Paraphrase. 6.Keep the conversation focused. 7.Remain polite and professional. 8.Refer to policies. 9.Use positive language. 10.Refer to a supervisor when necessary.

When speaking with a difficult customer, remember to remain calm and focused. Offer solutions. Ask about the problem. Offer help. “Thank you for bringing this to my attention.”

Resources Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry Customers Don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services. Journal Of The Academy Of Marketing Science, 31(4), Grove, S. J., Fisk, R. P., & John, J. (2004). SURVIVING IN THE AGE OF RAGE. Marketing Management, 13(2), Ligerakis, M. (2004). hell hath no fury like a customer scorned. B&T Weekly, 7. Patterson, P. G., McColl-Kennedy, J. R., Smith, A. K., & Lu, Z. (2009). Customer Rage: TRIGGERS, TIPPING POINTS, AND TAKE-OUTS. California Management Review, 52(1), 6-28.