PCI Webinar with Melissa Powell

Banish ‘Problem Patron’ From Your Vocabulary

Library Customer Service Training often focuses on the ‘problem patron’. Disruptive patrons make up only a small portion of the customers served and every one of them has the potential to be labeled a ‘problem’. By labeling and creating policy and procedure around “ the exceptions” you sell the rest of your customers short and help create the so-called ‘problem patron’. Participants will:

  • Discover how they may be contributing to bad behaviors in the library
  • Learn how focusing on the behavior rather than the person changes the dynamic
  • Create a more inclusive vision of customer service that serves both patrons and staff


Melissa Powell ~ Biography

Melissa Powell has worked for 35 years in libraries as a paraprofessional and degreed professional, in addition to a 4-year “retirement” to learn about the book & publishing industry. She is an Independent Librarian currently teaching Cataloging Fundamentals and Collection Management both online and through state libraries, library consortia, and other education agencies. She spent 2009 organizing a local history collection at a public library in the mountains of Colorado (“from boxes to shelves”), 2012-13 assisting with the setup and cataloging of a dual language university catalog, and regularly consults with school and public libraries on technical and public services.


Price: $59.00



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