After the pandemic, we saw an increase in challenging behaviors in our libraries and a need to provide an elevated level of service. The CARE model emphasizes joining customers where they are by listening to their needs, and finding the right solutions. It moves beyond basic Customer Service by creating long-term, mutually beneficial relationships that focus on the individual rather than their need for goods or services. This focus shift allowed us to provide much needed empathy and connection to our community.

-Make connections and build relationships by significantly elevating the level of engagement.
-Offer premium and personalized service by being present and focused on the unexpected.
-Create a shared experience by joining others’ journeys and meeting them where they are.
-Look for shared solutions by being forward-focused and removing perceived limitations.
-Approach engagement with an open and curious mind by assuming others’ best intentions.
-Own the CX by taking pride in our role of representing the DCL brand.

With a net promoter score of 88.9, CARE has helped DCL:

• Embrace our values,
• Share a commitment to enhance the quality of engagement with our internal and external customers,
• Engage in proactive and customized interactions,
• Leave our customers with a sense of having a shared experience,
• Produce mutually beneficial connections and relationships,
• Offer consistent, approachable and customer-focused services,
• Work well together across departments and divisions, and
• Provide a uniquely positive customer experience.