The library I work for has a desk system where reference and circulation are together. Everyone is expected to be able to do the basics of each job, whether page, clerk, computer lab assistant, or reference librarian. If we need assistance we ask the people trained to a higher degree in that department.
People will yell if you don’t have a book specifically on whatever extremely obscure medical disease/craft/weapon/episode of history they are looking for. They will yell if they don’t qualify for a library card, if you don’t speak loud enough or speak too loudly, if they have fines, if they think they returned something they didn’t, if they damaged a book, if they come in too close to closing and can’t get a computer, if they can’t renew their DVDs, if their children are acting like hellions, if they are drunk, if they forgot their password, or any other myriad number of reasons they would like to yell.
Like any situation dealing with the public, from retail to call center work, etc, some people take out their anger on you. I’d say 90% of library patrons are nice or neutral. The other 10% are not. They may come in acting in a disruptive manner, they may attempt to steal, they may let their children cause a ruckus or endanger themselves, or they may simply just be rude. I’ve experienced it all in the public library I work for.
Besides that, working in a library is far more than checking books in and out. Collection management, program development, literacy efforts, grant writing, general paperwork/reporting type stuff, etc… it all adds up and everyone (at least where I work) does quite a few different things regardless of their job title. In my experience, also, 0% of it consists of sitting and reading books.
I’m not saying it all totally sucks but a library is no place to go for civil, polite behavior all of the time 