Dealing with Difficult Customers (Online - October 2023)

Submitted by Executive Officer on Tue, 2023-09-19 12:40
events_start_date: 
Thursday, October 26, 2023 - 18:00 to 19:30

Dealing with difficult customers (online via Teams) 

Thursday 26th October 2023 - 6.00-7.30pm. 

Most of us will at some time or another experience difficult situations with certain people or certain types of behaviour in others; be this aggression, sarcasm, put-downs, threatening or abusive behaviour. This session will help to build confidence and skills in dealing with these situations in a positive and effective way. 

This online seminar will include: 

  • Begin to build your own resilience to these situations. 
  • Handle aggressive, angry, upset and unresponsive individuals more effectively. 
  • Recognise the different types of difficult customers we may come into contact with. 
  • Understand different behaviour types and begin to feel more confident and assertive. 
  • Understand the importance of our own reactions when dealing with difficult customers. 
  • What, if anything, has changed post-Covid? 

 

The discussion will be led by: 

  • Matt Cunningham, User Services Manager, Loughborough University Library 

 

Audience:  This event is aimed at front line Library staff who deal with customers – in whatever guise they take, but evening and weekend staff are especially welcome. 

 

Booking:   To request a Teams link for this event, email M.S.Cunningham@lboro.ac.uk

Closing date for tickets is Friday 20th October. Teams link will be sent out on Monday 23rd October. 

 

 

Location: 
Online event