Defusing the Angry Patron
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Defusing the Angry Patron, one component of customer service, is Rubin's most popular workshop and is the title of her book, published in 2000 by Neal-Schuman, as well as many articles such as the one in Library Mosaics (June 2000) and one in ViewPoints: Ebsco's Online Journal (February 2001). She is currently revising the book which will be published in 2010.
During the past five years Rhea has presented Defusing the Angry Patron workshops for both individual libraries and library systems in California, Massachusetts, Illinois, and New Jersey as well as at conferences for paraprofessionals and for librarians. In multi-year training projects she trained hundreds of library staff — from pages through managers — at both the Chicago Public Library and the Alameda County Library System (CA).
She has delivered a more basic customer service workshop, Positive and Proactive, dozens of times in the past few years, primarily for California libraries and systems. Defusing Difficult Situations in the Library is another popular workshop that she offers in the customer service area.
For more information, please see trainer.