2.Upon recognition the interaction is with a Problem Customer, the most important rule is...get help. There are several approaches for this depending on the Library and staffing situation.

a. If located near a telephone, dial a three digit extension pre-programmed to alert other staff that assistance is needed.
b. If worn, a personal safety device may be activated to call other staff for support.
c. If engaged with the Problem Customer in the book stacks or away from a desk area, move slowly but purposefully toward where other staff are congregated.
d. If working alone in a Library (small branch, etc.) staff should have a personal safety device connected to the police department.

i. We recommend that no one, especially female staff, work alone in branch libraries,  especially in the evening.
ii. If it is necessary for female staff to work alone the following should be provided at a minimum:

• Personal safety device connected to the police department.
• A “safe” room that is a lockable room, with a telephone, with no windows or other easy access which a staff person may retreat to.
• Cell phone with pre-programmed 911 capability.

3. As the staff person works to obtain assistance, they may simultaneously conduct an assessment to determine if the Problem Customer appears to represent a personal safety risk.

a. If the Customer does not appear to be a personal safety risk...

i. Engage in non-threatening discussion until assistance arrives.
ii. Attempt to apply 3 Rs and problem resolution
iii. Determine if formal outside support is needed

(1) Police/Fire/Ambulance/Social Worker/Minister
(2) Family member

iv. Security remains with customer until they leave the Library grounds.
v. Record incident/establish file on customer.

b. If the Customer does appear to be a personal safety risk...

i. Stay calm
ii. Request assistance

(1) Use alarm notification
(2) Use telephone
(3) Sir, let me request that you speak with my manager.
(4) Dial preset alarm code #00

iii. Notify security/police (if opportunity permits)
iv. Stay in a public area
v. Attempt to move to place something solid between you and customer (service counter)
vi. Do not attempt to move/hold or otherwise direct/influence customer behavior/action.

In each of the above steps, a number of issues are identified. First, as part of good preparation, assets like pre-coded telephone numbers, personal safety devices, training in sensitivity to the “threat” level, a “safe” room and other elements of Problem Customer Management are not things added on at the last minute. The preparations for these items should be as thorough and comprehensive as any other aspect of Library operations.

Additionally, the training in how to respond, both for the staff person involved and for other staff who may need to be supportive is critical. Training and rehearsals are necessary for staff to be confident and prepared to deal with Problem Customers.