Customer service is more than just a business buzzword—it’s the heart of how companies connect with their clients and communities. CILCSA recently hosted a thought-provoking panel event, The Impact of Customer Service on a Business, where local leaders shared how they navigate the challenges and opportunities of delivering exceptional service.
This year’s panel featured a dynamic lineup of local professionals, each bringing their unique perspectives to the table:
Sarah Stout, SIU School of Medicine
Robert Ferriell, Capital Area Career Center
Andrew Bartlett, OOT Box Media
Chad Larson, Mel-o-Cream International
Chris Hembrough, Peerless Cleaning & Restoration Services
The event also included their annual Toys for Tots drive, reminding everyone of the importance of generosity and community care during the holiday season.
Insights from the Experts
During the discussion, panelists shared their strategies and philosophies for delivering great customer service, answering questions that businesses across all industries face:
How do you measure the effectiveness of customer service efforts?Panelists emphasized the importance of actively seeking client feedback. From customer surveys to direct meetings, staying informed about client satisfaction ensures businesses can meet and exceed expectations.
How do you motivate employees to consistently provide outstanding customer service?Creating a supportive workplace culture is key. Panelists shared how simple gestures like employee recognition, team shout-outs, and occasional incentives can inspire staff to go above and beyond. Celebrating wins, big and small, helps build a team that takes pride in delivering excellent service.
Where have you seen opportunities to turn clients into raving fans?Sometimes, the best customer relationships grow from challenges. The panelists agreed that addressing issues proactively, fixing mistakes with care, and exceeding expectations during tough situations often leave clients more loyal than ever.
What trends in customer service will shape the future of business?While technology like AI is reshaping the customer service landscape, the panelists highlighted the importance of maintaining a personal touch. As businesses adopt digital tools, they must remain flexible and attentive to clients who value more traditional, face-to-face interactions.
The event underscored that exceptional customer service isn’t just about solving problems—it’s about building trust, fostering loyalty, and creating lasting connections.
As the local business community continues to grow, events like these remind us of the shared commitment to excellence, innovation, and support for one another. Whether you’re a seasoned professional or a curious newcomer, there’s always something to learn about the art of customer service.
Here is a short video recap put together by OOT Box Media utilizing attendee's footage from their phones: