Welcome to the Library!!

Welcome to the Library!!Dealing with an Angry Patron in the Public Library

Deb Weltsch,Poughkeepsie Public Library District Coordinator of Central Library Services 10/2013

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.

Resolving Conflict -L-E-A-R-NL -- Listen

E -- Empathize

A -- Apologize

R -- Resolve

N -- Normalize

Dealing with Angry PatronsL -- 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 cant work with you when you are raising your voice. Please be civil

Dealing with Angry PatronsE -- Empathize

Put yourself in their shoes:

I can see youre frustrated; I would be too.

I understand why youre upset.

That is a large fine

Dealing with Angry PatronsA -- Apologize -

--Especially if it was a screw-up by staff!

Im very sorry for the inconvenience

I feel terrible that your request got misplaced; Ill resubmit it immediately

Im sorry that its difficult for you to get ID, but its a requirement for everybody who wants a card.

Dealing with Angry PatronsR -- Resolve Try to fix the problem if you can: I cant let you check out-but Ill hold this for you. Meanwhile, lets find some online sourcesWhat can we do to fix this? Negotiate a repayment schedule for a big fineRedo the lost hold for the patronAllow a little more computer timeGive instruction in how to save a file for next time

Dealing with Angry PatronsN -- 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 policyPlease let me know if I can do anything else for you...

Restoring RelationshipsYou 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 cant please everybodybut try!

Last Words:When dealing with an angry patron, or at least afterward, dont 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!!