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- catalog contributor b4620626.
- catalog created "1993, c1994.".
- catalog date "1993".
- catalog date "1993, c1994.".
- catalog dateCopyrighted "1993, c1994.".
- catalog description "1. Problem, Problem, Who's Got the Problem? -- 2. Understanding Difficult Behavior -- 3. Communicating With the Difficult Customer -- 4. Understanding and Dealing With Anger -- 5. Dealing With Angry, Aggressive Behavior -- 6. Dealing With Passive-Aggressive Behavior -- 7. Dealing With Complainers -- 8. Dealing With Unresponsive People -- 9. Dealing With Yes-People and No-People -- 10. Know-It-Alls -- 11. The Non-Traditional Client -- 12. Preparing Staff to Deal With Difficult Customers -- Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz -- Appendix B Recommended Readings on Selected Non-Traditional Library User Groups -- Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993).".
- catalog description "Includes bibliographical references (p. 159-163) and index.".
- catalog extent "x, 166 p. ;".
- catalog hasFormat "Serving the difficult customer.".
- catalog identifier "1555701612".
- catalog isFormatOf "Serving the difficult customer.".
- catalog isPartOf "How-to-do-it manuals for libraries ; no. 39".
- catalog issued "1993".
- catalog issued "1993, c1994.".
- catalog language "eng".
- catalog publisher "New York : Neal-Schuman Publishers,".
- catalog relation "Serving the difficult customer.".
- catalog spatial "United States.".
- catalog subject "025.5 20".
- catalog subject "Consumer Satisfaction.".
- catalog subject "Customer relations.".
- catalog subject "Interpersonal Relations.".
- catalog subject "Interpersonal communication United States.".
- catalog subject "Librarians.".
- catalog subject "Library Services.".
- catalog subject "Negotiating.".
- catalog subject "Public services (Libraries) United States.".
- catalog subject "Z 711 S653s 1994".
- catalog subject "Z711 .S66 1993".
- catalog tableOfContents "1. Problem, Problem, Who's Got the Problem? -- 2. Understanding Difficult Behavior -- 3. Communicating With the Difficult Customer -- 4. Understanding and Dealing With Anger -- 5. Dealing With Angry, Aggressive Behavior -- 6. Dealing With Passive-Aggressive Behavior -- 7. Dealing With Complainers -- 8. Dealing With Unresponsive People -- 9. Dealing With Yes-People and No-People -- 10. Know-It-Alls -- 11. The Non-Traditional Client -- 12. Preparing Staff to Deal With Difficult Customers -- Appendix A Taking Charge of Your Own Behavior: A Self-Assessment Quiz -- Appendix B Recommended Readings on Selected Non-Traditional Library User Groups -- Appendix C Guidelines for the Development of Policies Regarding User Behavior and Library Usage (American Library Association, January 24, 1993).".
- catalog title "Serving the difficult customer : a how-to-do-it manual for library staff / Kitty Smith.".
- catalog type "text".