Trigger Talk

1. Can’t You Read?!?!
Customer Service with Trust and Compassion
(or How a New Librarian was devoured
by a Monster!)

2. Clarksville Branch
Library

3. Tax Forms
(not the Monster)

4. “Where are the Tax
Forms?”

5. “Can’t You Read!?!”

6. Fundamental
Attribution
Error
(FAE Monster)

10. Fruit Loops Dad is
a JERK!

11. Pudding Dad just
had a Bad Day.

12. “Refers to the tendency to over
estimate the internal and
underestimate the external
factors when explaining the
behaviors of others. This may be
a result of our tendency to pay
more attention to the situation
rather than to the individual and
is especially true when we know
little about the other person.”

13. Exceptional
Customer
Service can
fall prey to the
FAE Monster!

14. FAE Monster Obstructs
Customer Service

15. Trust patrons’
actions are noble.

17. Trust + Compassion

18. Later at Lunch

19. “Kevin, what if
they couldn’t
read?”

20. Don’t be
Devoured!
Beware of the
FAE Monster!
Thanks -
Kevin King
kevink@kpl.gov