This webinar addresses the actions employees can take when they encounter new and awkward customer behaviors. Attendees will learn immediately applicable words, phrases and techniques to effectively respond to anxious, irrational, flirtatious and other unprofessional customers.

The Handling New and Awkward Patron Behaviors program promises to be interactive, thought provoking and engaging and includes a handout that attendees can use a job aid for when they are on-the-job with their users.

As a result of this program, attendees will:

• Learn phrases to set boundaries with their customers
• Learn phrases to redirect unwanted questions and phrases
• Discuss and resolve eight difficult and awkward real-life customer situations
• Review best practices for keeping a safe library environment for everyone

Andrew Sanderbeck ~ Biography

Andrew has been developing and conducting training programs for library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face programs on Customer Service and Communication Skills for libraries in the U.S. and numerous countries around the world.

Andrew’s programs are filled with proven techniques that attendees can immediately apply with their difficult and challenging customer behaviors. He is the past president of the Haywood County Library Board of Trustees in Western North Carolina.