TY  - GEN
AU  - Rubin, Rhea Joyce
TI  - Defusing the angry patron : how to do it manual for librarians
T2  - How to do it manual; no.177
SN  - 978155707316
PY  - 2011///
CY  - New York
PB  - Neal-Schuman Publishers
KW  - Customer services - Libraries
KW  - Library users
KW  - Interpersonal communications - Libraries
KW  - Managing users - Libraries
ER  -