Dealing with the Difficult Customer or….. Why am I so angry? (and what are you going to do about it?)

Slides:

Advertisements

Similar presentations

Anonymity, Civility & the Library Julie Strange, MLIS Statewide Coordinator, Maryland AskUsNow! Best Practices in Virtual Reference Webinar, OCLC June.

Advertisements

I Can Use My Words Scripted Story Tips

Created by Rochelle Lentini, USF

I Can Use My Words.

WELCOME TO KINDERGARTEN The Class of There’s a lot of work to be done  Learning how to work cooperatively with others.  Building background knowledge.

Presentation to Primary School SEAL Co-ordinators Title (if relevant) Workshop 1: Getting On and Falling Out/Say No to Bullying Presented by Children’s.

Strategies for Working with Parents New Teacher/Mentor Program Modified from a presentation by Dr. Douglas J. Fiore, South Anna Elementary School, Hanover.

Lesson 10: Dealing with Criticism

Toto: I Don’t Think We’re in Kansas Anymore (Libraries, Trainers, and Wizards of Oz) By Paul Signorelli For the ASTD Mt. Diablo Chapter 17 February 2009.

Conflict Resolution in the Library Workplace Instructor: Pat Wagner An Infopeople Workshop December 2003.

Lecture 10 Conflict Resolution using a Problem-Solving approach Dr. Paul Wong D.Psyc.(Clinical) Centre for Suicide Research and Prevention.

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.

Saint Jerome By: Austin. Why is St. Jerome a saint The reason St. Jerome became a saint is because he translated the bible in Latin and created his own.

FORGING LINKs conference Young People’s Presentation WORKIN-2-GETHER Jayde, Karl, Laura, Rachel, Shane, Shelly & Vicky.

BEING CUSTOMER FOCUSED NEW AND EMERGING TRENDS IN CUSTOMER SERVICE AN WEBINAR Presenter: Gretel Stock-Kupperman March 21, :00.

How to be a Nice Brother By Heath. Introduction Have you ever wanted to try to be a nice brother. Yes? Good because I am going to write about it and when.

Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates August 6, 2014

Trainers as Leaders A discussion with Paul Signorelli, Presenter/Moderator Maurice Coleman Sandra Smith Louise Whitaker Presenters/Panelists ALA Annual.

Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates July 30, 2014

Grade 2 Lesson 2 Listen & Speak 1 Textbook page 25.

NEKLS 2015 Innovation Day Session Facilitated by Paul Signorelli April 29, 2015 Event.

A Conversation Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates & Maurice Coleman Library.

Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates

Welcome back to school Welcome to our first R.E.A.C.H. class of the school year. We will get to know each other a little, learn about R.E.A.C.H.

Presented by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates Maurice Coleman Technical Trainer, Harford.

Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates ALA Learning Round.

STUDENT's "When I Feel Frustrated" Story

I think that I have improved a big amount this year, not even just from last year, but also from the beginning of the year. I remember my first test this.

CARLETON READS & COUNTS (TUTOR SESSION) April 30, 2013 Diane Torbenson RtI Greenvale Park Elementary School

10/11/2015 Makin’ It Work Lesson 7: Identifying Goals Module III: Solving Problems Logically © 2008 by Steve Parese, Ed.D. Transitioning from Corrections.

Body Parts Idioms By the end of the lesson you will have learnt 10 new idioms which include names of body parts. Please take notes of all the idioms, write.

Strategies for Great Classroom Management Create the classroom culture

PET for Schools. Paper 3: Speaking What’s in the Speaking Test? Part 1: You answer the examiner’s questions about yourself and give your opinions. Part.

Hi children! Are you ready for a new adventures with us? Hello children.

A Conversation Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates Northeast Kansas Library System.

Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates July 17, 2014

2010 GSA CHLIDCARE CONFERENCE Aaron Lindstrom REVITALIZING YOUR BOARD All images courtesy of unless otherwise notedwww.flickr.com Introduction.

Fourth Places for Learning Skills & Acquiring Knowledge Part 1 Presented by Paul Signorelli Paul Signorelli &

By Paul Signorelli ASTD National Advisors for Chapters 14 June 2011 Marketing 101: Creating the Voice of A Successful Organization.

MY LEARNING CONTRACT. Ability to work: Speaking.

Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1 Medical Office Administration 2nd edition Brenda A. Potter, CPC.

From Words to Pictures: Imagery in PowerPoint Presentations By Paul Signorelli For Infopeople CLA 16 November 2008.

This year I will meet with kindergarten classes once per cycle for 15 sessions. We are going to use the theme of the OK Train. The OK stands for Outstanding.

Positive Communication: Real Strategies For Real Life Real Life Presented by: MCPS Employee Assistance Program

Please read on Friday, April 1, 2011 Next week the media center will be celebrating National Library Week. Here’s what’s happening: There will be a Trivia.

The Ehlers-Danlos Support UK How to run a successful meeting!

I Can Be a SUPER FRIEND and Work with My Friends!

Review In the past three months we have discussed Hitlamdut, Behira Points and Anavah. I asked that you try to practice these by yourselves, discuss it.

Parts of a Book PowerPoint by Brenda Rollins who adapted and expanded the PowerPoint by Zinnia Garcia-Bayardo, who adapted from:

Reminder: Peer Mediator Code Peer Mediator Training: Enter quietly and walk to sit down Voices – silent Eyes - on the speaker Hands – to yourself Pockets.

Soft skills training JUST A CALL AWAY The Really Angry Customer.

Facilitated by Paul Signorelli Writer/Trainer/Consultant Paul Signorelli &

By Paul Signorelli ASTD National Advisors for Chapters 29 March 2011 Strategic Planning 101: Working in the Construction Zone.

Kindergarten Newsletter Mrs. Leland’s Class For the week of January 14-18, 2013 Language Arts Focus: Review “Popcorn Words” Math Focus: Notes from Mrs.

1 I Can Be a SUPER FRIEND! Created for Tab by Lisa Grant & Rochelle Lentini 2002.

My Making Friends Story. My name is John and I like to be with my friends.

Facilitated by Paul Signorelli Writer/Trainer/Consulta nt Paul Signorelli & Associates m December 5, 2013.

Paul Signorelli Writer/Trainer/Consultant Paul Signorelli & Associates February 11, 2013 Learning That.

Using Technology To Enhance In-Person Training By Paul Signorelli For ALA Techsource 16 September 2010 (First of Two Sessions)

Behavioral Interviewing Job Search Support Group Session 7.

Conference Presentation Your Name. Things To Do During Your Conference Share your Power Point Share work samples from your Conference Portfolio and Writing.

CUSTOMER SERVICE Ashley Handy. WORDLE WHO MUST DEAL WITH CUSTOMERS?  Nearly everyone who works will eventually deal with customers, which is why we,

Created by Rochelle Lentini, USF

I Can Use My Words Scripted Story Tips

Created by Rochelle Lentini, USF

I Can Use My Words Scripted Story Tips

Created by Rochelle Lentini, USF

I Can Use My Words Scripted Story Tips

Created by Rochelle Lentini, USF

Created by Rochelle Lentini, USF

Presentation transcript:

Dealing with the Difficult Customer or….

Why am I so angry? (and what are you going to do about it?)

Presented by Maurice Coleman Technical Trainer, Harford County Public Library Paul Signorelli Writer/ Trainer/Consultant Paul Signorelli & Associates For WebJunction Tuesday, October 19, 2010

Empathy (been there, done that)

Not going to take it anymore?

Conflict Resolution Basics

Remembering it’s not personal

Using our best tools

Acknowledgement

Action!

Diving in, part 1

Switches, crucial conversations, and overcoming difficulties

Conversations With Results

Speaking without words

Focusing on details

Diving in, part 2

Why am I so angry, revisited: the really difficult ones

You’re probably not alone

You talking to me?

No angry mobs, please

After the storm

Wii Play

Also try: Joseph Anderson’s “Difficult Patron Behavior: Success Stories from the WebJunction Community,” at Brian Quinn’s “How Psychotherapists Handle Difficult Clients: Lessons for Librarians,” at Resources For Positive Change

Thank you!

Credits (Images taken from flickr.com unless otherwise noted): Title slide: From Pasotraspaso’s photostream at Man Yelling at Phone: From RealEstateClienttReferral’ photostream at Mad as Hell: From Mike_Licht,_NotionsCapitol.com’s photostream at Gladiators: From Smiling_da-vinci’s photostream at Wrestling: From Icanctu’s photostream at Listening: From A_is_for_Apol’s photostream at Handshake: From Litandmore’s photostream at Leaping Into Action: From Danorbit’s photostream at Diving In: From Dude_crush’s photostream at Mt. Fuji: From Jukka_Vuokko’s photostream at Security Guards: From Troy Holden’s photostream at Relaxed Child: From Bart’s photostream at Angry Woman: From Cambiodefractal’s photostream at Bored Man: From Uomoelettrico’s photostream at Girl Smoking: From Ed Yourdon’s photostream at Woman with Crossed Arms: From DanielJames’ photostream at Crossed Feet: From Hamed Saber’s photostream at Eye/Surprise: From Caro Wallis’s photostream at Skeleton: From Powerhouse Museum Collection’s photostream at Homeless Man in Prague: From Liber’s photostream at Book Stacks: From Rageforst’s photostream at I’ll Call My Lawyer: From Jeremy Brooks’ photostream at Angry Mob: From Ambrown’s photostream at Library of Congress: From Maveric2003’s photostream at Gaming in the Library: From Bibliotheken Eemland’s photostream at