Northeast Ohio Regional Library System - Event Information

Event Name:Day for Circ Staff: Don't Eat the Red Frog! A Crash-Course in Handling Some of the Worst Customers that Come Through Your Doors!
Competency:Communication and Customer Service
Description:Some library customers are like the Red Poison Dart Frog of Costa Rica. Their behaviors are toxic! How many times a day are you dealing with angry, difficult and even downright unreasonable customers? They truly can be poisonous, if you let them!

The good news is that you can choose to not let them ruin your day or poison your “service attitude” with their venom.  By using a few proven techniques and questions some of these red frog customers could actually leave feeling better!

The Don’t Eat the Red Frog Crash-Course program is an interactive and fun-filled program with information, videos and experiences that you’ll be using to more effectively handle your angry and difficult customers when you return to work!

Learning objectives:
  • Using the E+R=O technique to reduce stress and improve their response to situations they can or cannot control
  • 3 powerful techniques for not “eating the poison of your red frog customers” and not taking things personally
  • Tips for deescalating an angry patron’s behavior whether you’re the first person they see…or the next
  • When to handle angry, difficult customers with emotional responses and when to use logical responses
  • Safety tips for when customer behaviors go beyond unreasonable
This session will be followed by a round table discussion and tour of the library.


Andrew Sanderbeck has been developing and conducting training seminars for libraries and library organizations for more than fifteen years. He has presented web-based, on-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world. He is the author of two books and over 50 webinars.
Event Date:11/14/2018
Event Time:9:30 AM - 3:30 PM Eastern
Location:Ritter Public Library
5680 Liberty Ave.
Vermilion, OH 44089

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Contact Person:Melissa Lattanzi
(phone: 330-655-0531)
Details:Additional Location

Thursday, November 15, 2018, Mentor Public Library

Who should attend:  Circulation staff
Competency:  Communication and Customer Service

GEO Cost:      $160
Bronze Cost:  $120
Silver Cost:    $ 80
Gold Cost:     FREE

There is an additional $15 surcharge for facility use and amenities.
We encourage you to register a minimum of three (3) days in advance for this event in order to ensure that we can accommodate your full participation in terms of seating, hand-outs, food, etc.
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
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