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 fac

Provide the best possible service to your library patrons. With a healthy respect for those who seek assistance at the reference desk, a group of library and in

A problem patron is not one with difficult requests or obscure interests, but one who displays behavior that is deemed destructive, criminal, bothersome, offens

Library staff members looking for effective ways to prevent and handle anger-driven confrontations with their patrons will find Rubin's revised text an exceptio

This insightful book shows you how to deal with an issue as old as the library profession: interacting with problem patrons. It looks at this fact of life that