Download or read book Defusing the Angry Patron written by Rhea Joyce Rubin and published by . This book was released on 2000 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does dealing with angry customers eat up staff time, increase stress at public service desks, and undermine morale? This work introduces the many causes and faces of anger as well as practical techniques for dealing with angry patrons. It covers handling frustration and confrontative behaviour.