Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals
著者
書誌事項
Defusing the angry patron : a how-to-do-it manual for librarians and paraprofessionals
（How-to-do-it manuals for libraries / series editor, Bill Katz, no. 100）
Neal-Schuman Publishers, c2000
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.
「Nielsen BookData」 より
