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| Preface | ||
| 1 | Problem, Problem, Who's Got the Problem? | 1 |
| 2 | Understanding Difficult Behavior | 15 |
| 3 | Communicating With the Difficult Customer | 29 |
| 4 | Understanding and Dealing With Anger | 41 |
| 5 | Dealing With Angry, Aggressive Behavior | 57 |
| 6 | Dealing With Passive-Aggressive Behavior | 69 |
| 7 | Dealing With Complainers | 81 |
| 8 | Dealing With Unresponsive People | 95 |
| 9 | Dealing With Yes-People and No-People | 105 |
| 10 | Know-It-Alls | 117 |
| 11 | The Non-Traditional Client | 127 |
| 12 | Preparing Staff to Deal With Difficult Customers | 139 |
| Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz | 147 | |
| Appendix B Recommended Readings on Selected Non-Traditional Library User Groups | 151 | |
| Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993) | 155 | |
| Bibliography and Training Resource List | 159 | |
| Index | 165 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Ron Mencel
reviewed Serving the difficult customer on March 10, 2015
Serving the difficult customer
This is one of the most interesting and practical books I have ever read. It has miraculously helped me have a much better insight into my country as well as my self. The data provided were very useful and even helped me while making a presentation about the cultural similarities and differences between Iran and South Korea.
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