Good manners and a friendly demeanor can handle most customer relations issues. But what if civil is not enough? Do you and your staff and co-workers know what to do if someone is emotionally or physically intimidating? If they are belligerent? Impaired by drugs or alcohol? Refusing to leave? Caught stealing or damaging property? Threatening staff or other customers? Planning and prevention will work 99% of the time; when do you call the police?

**If you need live captioning to participate in this online session, please email the organizer Lauren Clossey (lauren.clossey@ncdcr.gov) at least fourteen business days before the event.

Presented by Pat Wagner:
Pat Wagner has been a trainer, educator, and consultant for 45 years with clients in 49 states and Canada. She is a management consultant and instructional producer at Pattern Research, Inc. Pat has worked with enterprises in the public, private, and nonprofit sectors, from federal agencies and Ivy League universities to elected city councils and rural community colleges, from Fortune 500 companies to family-run retail stores, and from the Library of Congress to storefront public libraries. She is known for her practical and good-humored face-to-face and online programs. Her focus: libraries, higher ed, local government, nonprofits, and small businesses. Pat has been a performance poet, playwright, printer, small press publisher, and graphic designer, and loves books, cats, wildlife, gardens, music, and the arts.
 

“This project/program/service is made possible by funding from the federal Institute of Museum and Library Services (IMLS) under the provisions of the Library Services and Technology Act (LSTA) as administered by the State Library of North Carolina, a division of the N.C. Department of Natural and Cultural Resources (IMLS grant number LS-249980-OLS-21.”