How to use the Competencies

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Category

Customer Service

Competency

4) Applies effective techniques to address difficult situations with patrons

Associated Skills and Knowledge

4) Applies effective techniques to address difficult situations with patrons

  • Encourages users to follow library policies; applies good judgment when deviating from official policies and procedures
  • Deals with users' concerns efficiently and effectively
  • Maintains a calm, professional manner in difficult situations and applies effective communication techniques

Source: WebJunction Competency Index
Related Courses Format Price Enroll
Customers, Confrontation and Conflict Self Paced $40.00  
Dealing with Angry Patrons (LibraryU) Self Paced $40.00  
Managing Difficult Patrons with Confidence! (LE@D) Self Paced $40.00  
Overcoming Difficult Service Situations Self Paced $40.00  
Overcoming Internal Customer Service Problems Self Paced $40.00  
Related Resources Description
Guide to Customer Service Resources A collection of resources to help you provide quality customer service.
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