Customers are the lifeblood of any business, making exceptional customer service key to succeeding in any industry. This has become even clearer in the past few years, as the world and consumers evolve at an increasingly rapid pace.
On July 11th, the Salt Lake Chamber hosted a panel of experts for a discussion titled, “How to Provide Excellent Customer Service in 2024.”
Panelists were:
- Julie Burdett, Former General Manager, Tiffany & Co.
- Scott Evans, Founder/Owner, Pago Restaurant Group
- Juanita Meske, Account Executive, Deseret Digital Media
- Richard Romney, General Manager, Felt Bar & Eatery
When asked about how much time they spend on customer service training for their employees, each panelist had the same answer: the process is ongoing and constantly evolving. “The more informed and well-equipped my staff is, the better the customer service experience is,” Romney said.
Panelists offered a wealth of tips and tricks for good customer service, including:
- Know your customers on a personal level. Burdett said, “Be playful and genuine. Develop trust by getting to know them.” Meske agreed, saying, “Little things make a big difference.”
- Pay attention to the feedback customers offer. Evans mentioned that his executive team meets weekly and reads and responds to every review from that week, positive and negative. He revealed their formula for any negative responses: “Let’s get to the heart of what their issue was and what we can do to make it up.”
- Hire people with a “service heart.” Burdett introduced the idea, stating: “You can teach skills, but you can’t teach a person how to care.” Evans and Romney both echoed this, emphasizing a focus on the whole person rather than their resume.
- Recognize that the beginning and end of customer interactions are the most important. Each panelist agreed customers will remember those moments the most, emphasizing how key it is to make every interaction positive.
When customers have positive experiences, they return, and businesses can grow and thrive. Putting the customer first will have fantastic results, no matter the industry a business is in.
To learn more about upcoming professional development opportunities, visit the Chamber event calendar.
