Name: Who C.A.R.E.S.? Teaching and Assessing Excellent Customer Service in the Public Library - Room 313
Start: 2026-10-06T09:00:00-0500
End: 2026-10-06T10:00:00-0500

Who C.A.R.E.S.? Teaching and Assessing Excellent Customer Service in the Public Library - Room 313

Tuesday October 6, 2026 9:00am - 10:00am CDT

Pyle Center

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. Learning Objectives: 1. understand the C.A.R.E.S. framework. 2. develop ideas on how to teach the C.A.R.E.S. framework to staff. 3. develop ideas on assessing the efficacy of staff with the C.A.R.E.S. framework.

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

Tuesday October 6, 2026 9:00am - 10:00am CDT
Pyle Center 702 Langdon St, Madison, WI 53706

Customer Service

Back In Circulation 2026

Elizabeth Bush

Andy Hamilton

Attendees (2)

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Back In Circulation 2026

Elizabeth Bush

Andy Hamilton

Attendees (2)

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