Dealing with difficult customers (Nov 2022)
This is an in-person event hosted on behalf of the Mercian Staff Development Group (MSDG).
Dealing with difficult customers
- Drinks and registration from 1.00-2.00 – bring your own lunch and take the opportunity to network with colleagues whilst eating it.
- Optional tours can be arranged on the day if people are interested.
- The session on dealing with difficult customers will run between 2.00 - 4.00
Description: 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 afternoon 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.
The seminar 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.
Travel: Travel directions and a campus map are available from the Loughborough University website. There is free parking in the car park opposite the Library or in the multi-storey car park – which is a five minute walk from the Library. If travelling via train, the Kinch bus from the train station will stop outside the Library.
Further enquiries: Please contact Matt Cunningham M.S.Cunningham@lboro.ac.uk