Delivering Exceptional Customer Service on the Front Lines

Gina Collins, Chief Marketing Officer, Build-A-Bear Workshop
Mary Mahoney, Vice President, Insurance Replacement Division, Enterprise Holdings, Inc.
Alper Oztok, General Manager, Four Seasons Hotel

Key Takeaways:

  • Show a passion to exceed customer expectations in every single transaction.
  • Empower employees to "wow" the customer.
  • Direct your employees like a cast members on a stage; everyone plays a role to deliver exceptional service across all customer touch points.
  • Tie customer satisfaction metrics to compensation and advancement to continuously improve employee behavior and leadership.
  • Listen to the customer and growth will follow. 

View all the speakers presentations here.


The Connect at Breakfast speakers (from left): Mary Mahoney, Enterprise Holdings, Inc., Gina Collins, Build-A-Bear Workshop, Alper Oztok, Four Seasons Hotel St. Louis, Jason Hall, St. Louis Regional Chamber, and Elizabeth Tucker, ALIVE Media Group

  More than 100 attendees filled the St. Louis Regional Chamber conference room to learn best practices in delivering exceptional customer service.

(from left) Millie Cain, First  State Bank; Bruce Holland, Holland Construction Services and St. Louis Regional Chamber Executive Committee member; and Dan Kraus, BMO Harris Bank

  John Sondag, AT&T Missouri and member of St. Louis Regional Chamber Board of Directors speaks with fellow Chamber Board member Alper Oztok.
Elizabeth Tucker, ALIVE Media Group, moderated the panel and led the question and answer session.
Alper Oztok described how the Four Seasons Hotel hires motivated people and offers them an environment in which they can flourish.

Gina Collins said Bear Service Representatives are held accountable for engagement, professionalism, service and knowledge with their customers.

  Mary Mahoney explains how the Enterprise Service Quality Index (ESQi) measures customer satisfaction and helps to train and develop employees throughout their careers.

(from left) Deb Benhoff, The Roho Group, Becky Pelton, St. Louis Regional Chamber and Linda Rains, The Roho Group
  (from left) Geri Rice, Anne Pennell and Lauren Waggoner of United Healthcare enjoy the Connect at Breakfast with Michelle Murphy, Chase Park Plaza Hotel.
On behalf of today's speakers a donation was made to:

St. Louis Graduates is a collaborative network of youth-serving college access provider organizations, K-12 education, higher education, philanthropic funders and businesses. Their mission is to increase the percentage of low-income students in the St. Louis region earning a postsecondary degree. For more information go to:


A Mother-Daughter Conversation on Entrepreneurship
Featuring Laura & Lauren Herring, IMPACT Group

Tuesday, May 19, 11:30 a.m. to 1:00 p.m.

IMPACT Group, a WBE-global leader in career transitions for 26 years, specializes in relocation support, talent development and outplacement services with global operations in more than 30 countries.

Under Laura's leadership (pictured top), IMPACT Group received numerous awards including the INC. 500 Fastest Growing Companies List, and the "Top 500 Women-Owned Businesses" from As CEO, Lauren (pictured bottom) transformed IMPACT Group into a global leader and acquired long-time competitors, Vandover and Sally White & Associates, in addition to three corporate outplacement acquisitions.

Moderated by: Kasey Joyce Grelle, Director of Corporate Development, Gateway Media

Location: St. Louis Regional Chamber
One Metropolitan Square
211 North Broadway - Suite 1300
St. Louis, MO 63102

$25, includes lunch
Chamber members receive complimentary 2 hour parking in Metropolitan Square Garage

To register go to

Questions, contact Karen Butchko at (314) 444-1109
Reservations required by Friday, May 15

For a complete list of Chamber Events visit:





To learn why you received this and how to remove yourself from the list, see Privacy & Permissions Policy

Review / edit information about you || Remove yourself from the mailing list