The Massachusetts Library System is pleased to announce that we have partnered with LibraryWorks to provide our members with access to their webinars.  These webinars are free to Massachusetts library workers who register through our calendar. 

Contented customers are a key driver in the success of every thriving library. Equipping every team member with the essential tools, skills, and resources is imperative to ensure that each library user enjoys an exceptional, personalized experience during every interaction.

We invite you to join Maurice Coleman, Principal at Coleman & Associates, host of the "T is for Training" podcast, and seasoned consultant with over three decades of expertise in customer service delivery and management for this enlightening workshop. Participants will gain insights into customer experience delivery and learn effective methods to facilitate the creation of consistently positive customer engagements with patrons, colleagues, and stakeholders.

Key takeaways for attendees:

• Learn the gentle art of effortlessly crafting remarkable customer experiences.
• Proactively averting potentially stressful scenarios.
• Recognizing the mutually advantageous outcomes of delivering excellence to you, your customers, and your library.

Join us in this enriching journey towards elevating customer satisfaction.

Presenter: Maurice Coleman [he/him/his] is the Principal of Coleman & Associates. As a trainer, coach, and keynote speaker, Maurice helps organizations improve their human processes and use of technology, expand their internal/external communications, and broaden their focus and implementation of EDI activities. Since 2008, he has hosted and produced the long-running (and oldest) training/education and empowerment podcast T is for Training.