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You work in Library Services and have to deal with difficult customers. How do you keep your cool?

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Working in library services can be rewarding and fulfilling, but it can also expose you to challenging and stressful situations. You may encounter difficult customers who are rude, demanding, unreasonable, or aggressive. How do you handle these situations without losing your cool and compromising your professionalism? Here are some tips to help you cope with difficult customers in library services.

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Aminata (Myna) Gueye

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1 Empathize and listen

The first step to dealing with difficult customers is to empathize and listen to their concerns. Try to understand their perspective and acknowledge their feelings. Don't interrupt, argue, or judge them. Use active listening skills, such as nodding, paraphrasing, and asking open-ended questions. This can help you build rapport and trust with the customer and show them that you care about their needs.

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Aminata (Myna) Gueye

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Faire preuve d'empathie et d'écoute est essentiel pour rester calme dans des situations difficiles. En étant attentif aux émotions et aux préoccupations de l'autre personne, on montre qu'on se soucie de son point de vue. Cela peut aider à apaiser les tensions et à trouver des solutions ensemble. L'empathie et l'écoute sont de véritables super-pouvoirs pour maintenir des relations positives.

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2 Stay calm and polite

The second step to dealing with difficult customers is to stay calm and polite. Don't take their behavior personally or react emotionally. Keep your voice calm, your body language neutral, and your facial expressions friendly. Avoid using sarcasm, criticism, or threats. Use polite words and phrases, such as "please", "thank you", "I'm sorry", and "I appreciate your patience". This can help you diffuse tension and prevent escalation.

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3 Offer solutions and alternatives

The third step to dealing with difficult customers is to offer solutions and alternatives. Don't focus on the problem or the customer's fault. Focus on the possible solutions and options that you can provide. Explain the policies and procedures clearly and respectfully. If you can't meet the customer's request, offer an alternative that is reasonable and acceptable. If you need to consult a supervisor or a colleague, explain why and how long it will take. This can help you demonstrate your competence and willingness to help.

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Aminata (Myna) Gueye

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Lorsque nous sommes confronté à des clients difficiles, nous devons essayer de proposer des solutions et des alternatives pour résoudre leurs problèmes. Par exemple, si un client recherche un livre spécifique et ce livre n'est pas disponible. L'utilité du professionnel est de lui suggèrer des livres similaires ou l'aider à trouver d'autres ressources pertinentes.

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4 Set boundaries and limits

The fourth step to dealing with difficult customers is to set boundaries and limits. Don't let the customer abuse your time, energy, or resources. Be assertive and confident in your role and responsibilities. If the customer is persistent, repetitive, or abusive, tell them firmly and politely that you have done everything you can and that you need to end the conversation. If the customer poses a threat to your safety or the safety of others, call for security or assistance. This can help you protect yourself and your workplace.

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5 Follow up and document

The fifth step to dealing with difficult customers is to follow up and document. If you have promised to do something for the customer, such as calling them back, sending them an email, or checking a resource, make sure you do it as soon as possible. If you have resolved the issue, thank the customer for their cooperation and feedback. If you have not resolved the issue, apologize for the inconvenience and inform the customer of the next steps. Document the details of the interaction, such as the date, time, name, issue, and outcome. This can help you keep track of the situation and improve your service.

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6 Learn and reflect

The sixth step to dealing with difficult customers is to learn and reflect. Don't let the negative experience affect your mood or performance. Take a break, breathe, and relax. Talk to a supportive colleague, friend, or supervisor if you need to vent or seek advice. Identify what went well and what went wrong in the interaction. Think of what you can do differently or better next time. Seek feedback and training if you need to improve your skills. This can help you grow and develop as a library service professional.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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keith astle

Unemployed due to ill heath
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Politeness cost, nothing. Anything else is a high cost, trying to help with peoples enquiries, In a polite, calm, And listening to peoples concerns to help them find exactly what they are looking for. Will help With Good customer feedback, which general Will result in a happy customer

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You work in Library Services and have to deal with difficult customers. How do you keep your cool?

1

2

3

4

5

6

7

1 Empathize and listen

2 Stay calm and polite

3 Offer solutions and alternatives

4 Set boundaries and limits

5 Follow up and document

6 Learn and reflect

7 Here’s what else to consider

Library Services

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You work in Library Services and have to deal with difficult customers. How do you keep your cool?

1

2

3

4

5

6

7

1 Empathize and listen

2 Stay calm and polite

3 Offer solutions and alternatives

4 Set boundaries and limits

5 Follow up and document

6 Learn and reflect

7 Here’s what else to consider

Library Services

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