Name: Who C.A.R.E.S.? Teaching and Assessing Excellent Customer Service in the Public Library
Start: 2026-09-09T13:45:00-0600
End: 2026-09-09T14:45:00-0600

Who C.A.R.E.S.? Teaching and Assessing Excellent Customer Service in the Public Library

Wednesday September 9, 2026 1:45pm - 2:45pm MDT

Digital Defender Breakout Room 5

Join us to learn about the C.A.R.E.S. framework of customer service, how it can be taught to up-skill staff, and how these skills can be assessed by a supervisor. C.A.R.E.S. stands for communication, accountability, response, empathy, and solution - the key ingredients in patron satisfaction.

Speakers

Elizabeth Bush

Co-developed the MCL Customer Service training in the C.A.R.E.S. framework with Andy (speaker no. 1 above), oversee a team of professional librarians and other staff and assess customer service skill., Mesa County Libraries

Andy Hamilton

I currently train and assess customer service for 20 employees at the Mesa County Libraries. Elizabeth (speaker 2) and I present training to all new staff in the C.A.R.E.S. framework of customer service., Mesa County Libraries

Wednesday September 9, 2026 1:45pm - 2:45pm MDT
Digital Defender Breakout Room 5

Breakout Session

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CALCON 2026 Courageous Libraries Resilient Communities

Elizabeth Bush

Andy Hamilton

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Success you have shared X tickets.

CALCON 2026 Courageous Libraries Resilient Communities

Elizabeth Bush

Andy Hamilton

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