Banish ‘Problem Patron’ From Your Vocabulary (archived webinar)

All Day

Event Details

This is an archived webinar.  You will receive a magic link to watch it via email the day before it is scheduled.  But don't let this fool you.  The magic link allows you to view it at any time...day or night.   

This particular online experience is a mere 60 minutes in length.  Easy to fit into your busy schedule.  

The cost you ask?   No charge for SERLS members...a mere $15.00 for all other libraries.  Enjoy. 

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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’. 

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:

·         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 


 SERLS Member Libraries: $0.00

All Other Libraries: $15.00


Event Type(s): Issues and Trends, Online Course, All
Presenter: Melissa Powell
Jay Burton
(740) 384-2103

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