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In the midst of the trials of life, God miraculously uses those struggles to develop our endurance, to strengthen our character, and to give us hope. In this book, you will recognize the struggles of one man, Dennis Wood, and the journey of hope that grew within him - along with his zeal to share that message with everyone he met. As you delve into his personal story and witness his victory, may you too be encouraged.

Every library experiences difficult patrons. Thorough preparation is the best defense: it's always much better to be proactive than reactive. The authors of "Crash Course in Dealing with Difficult Library Customers" realized that these kinds of situations are more universal than unique, despite the great variations in library environments and customer bases, and pooled their more than 100 years of experience to offer practical advice that will help library staff prepare for the many kinds of "worst case scenarios"--before they arise.

The book identifies the basic types of...