Dealing with a Challenging Patron: An Example
During my time as a Library Assistant, I encountered a situation where a patron became agitated and confrontational when I informed them that a popular book they were looking for was currently checked out. The patron started raising their voice and making demands for me to find the book immediately.
Understanding the importance of maintaining a calm and professional demeanor, I remained composed and empathetic towards the patron's frustration. I apologized for the inconvenience and offered to place a hold on the book for them once it was returned.
Despite the patron's continued hostility, I maintained a polite and respectful attitude throughout the interaction. I listened attentively to their concerns and assured them that I would do my best to assist them with finding alternative reading options in the meantime.
Ultimately, by staying patient and displaying a willingness to help, I was able to de-escalate the situation and eventually earn the patron's gratitude for my efforts in addressing their needs.
Please login or Register to submit your answer