2. WHO IS A DIFFICULT PERSON?
Someone who has a complaint
Someone dissatisfied with service
Gives staff a hard time
Feels they have to yell or make a scene to
get what they want
Doesn’t like to hear “no”
Makes your job difficult
4. PERSONALITIES
Thinker
-”In God We Trust, All Others Use
Data”
-Emotional Characteristic: Fear
(Critical)
-Need Fulfillment: Information
- Fear: Fear
5. PERSONALITIES
Relator
- “If It Ain’t Broke, Don’t Fix It”
- Emotional Characteristic:
Non-Demonstrative
- Need Fulfillment: Security
- Fear: Loss of Security
7. PERSONALITIES
Driver
- “Be Brief, Be Bright, Be Gone”
- Emotional Characteristic: Anger
- Need Fulfillment: Results
- Fear: Taken Advantage Of
8. TYPES OF DIFFICULT PATRONS
Mr./Ms. Nice Guy/Girl
Quiet Types
School Yard Bullies
Wait and See Types
Mr./Mrs. Know –It-All
Nothing’s Ever Good Enough Types
9. WHAT MAKES A PATRON DIFFICULT
Lack of good customer service
Didn’t feel that their needs were met
Personality conflict
Having a bad day
10. WHAT DO PATRONS WANT
1. Accessibility
2. Availability
3. Affability
4. Agreeability
5. Accountability
6. Adaptability
7. Ability
To summarize: Nice People; Easy
Process
11. HOW NOT TO SAY “NO”
Filter
-choose your words wisely
“Can-Can” rule
-let them know what you can
acknowledge and what you can do
*Only time that you can say “no” is if the
request is impossible or illegal*
12. HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
Four steps to Communicate with Difficult
Person
1. Establish a Direction-begin with end in mind
2. Focus on the pattern of communication
3. Be flexible
4. Commit to a solution
13. HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
Two Tips That Will Improve Communication
1. Deal with the situation regardless of how
complicated or emotional it may be
2. Stick with the challenge until your message
is clearly understood
14. HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
How to Let Someone Save Face:
When: The stakes are minimal, a lose-lose
situation exists, or one of the parties doesn’t
want a confrontation
How: Use “I” instead of “You”, avoid
backing the person into a corner, give the other
person a way out.
15. HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
Three important ways to prepare:
1. Create and update policies that reduce
problems and protect staff and patrons
2. Develop communications skills to handle
variety of situations
3. Train all staff in dealing with difficult
patrons
Note* Communication Is Critical When Managing
Difficult Patrons
16. HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
Be RESPONSIVE and not REACTIONARY
1. Breathe
2. Remember that they have problems you are
not aware of
3. Take notes if needed
4. Get help
17. HOW TO DEAL WITH DIFFICULT
PEOPLE/PATRONS
Have Trust
Say “Yes” (find ways to say yes)
Give Alternatives
Be Approachable
Be Respectful and Kind
Be Flexible
Be Patient
Keep it Simple- make it easy
Be Positive
Do the Right Thing
18. REFERENCES
ALA Editions Workshop (Producer). (2013). How to deliver great library customer service.
[Webinar] Retrieved from https://alapublishing.webex.com
Customer service: Dealing with difficult personalities. (August 16, 2013). Retrieved online
from www.kirkwood.edu/pdf/upload/838/Ap Difficult Customers.pdf
Richards, T. Dealing with difficult patrons. [PDF document]. Retrieved online August 16, 2013
from
www.warrenlibrary.org/district/files/Difficult_Patrons.pdf