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How to Handle Angry Customers

How to Handle Angry Customers. Let Me Tell You a Story …. Let Me Tell You Another Story …. Telling the story that I didn’t have the same opportunities, resulted in self pity … And even worse, I began to make that story my identity. I used it as an excuse to tell, when I was not measuring up.

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How to Handle Angry Customers

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  1. How to Handle Angry Customers

  2. Let Me Tell You a Story…

  3. Let Me Tell You Another Story…

  4. Telling the story that I didn’t have the same opportunities, resulted in self pity … And even worse, I began to make that story my identity. I used it as an excuse to tell, when I was not measuring up.

  5. Today’s Quote “Who are we but the stories we tell ourselves, about ourselves, and believe?” – Scott Turow, Ordinary Houses

  6. Tips for Deescalating an Angry Patron’s Behavior

  7. When Is It Appropriate to Transfer the Customer? • When the customer asks for a supervisor • When you can’t help them • When a “second voice” is needed • When the customer wants something you’re not authorized to give them

  8. What Story Do You Tell AboutTransferring the Customer

  9. Tips for Deescalating an Angry Patron’s Behavior

  10. Threatening Customers • Threats can be an attempt to intimidate you. • Keep calm and keep your responses focused on the issue at hand.

  11. How Are Threatening Customers Handled in Your Library? • Ignored • Warning to Stop the Behavior • Suspension of Library Privileges • Banned from the Library

  12. What Story Do You Tell AboutThe Threatening Customer

  13. Handling Angry Customers Without Taking Things Personally

  14. What Behaviors Do You Take Personally? And What’s Your Story?

  15. Techniques to Help You Stay Calm and in Control

  16. E + R = O Event + Response = Outcome

  17. Other Techniques That Work!! QTIP = Quit Taking It Personally Ask Yourself: What can I learn from this?

  18.  “I know for sure that what we dwell on is who we become.”

  19. Thank You For Attending This Program! May Your Angry Customers Be Few and the Gifts They Bring Plentiful!

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