The best-in-class customer service providers understands what specific customer service requirements mean to each generation. Whether on the phone, online or face-to-face, attitudes and biases can be reflected in what you say and how you say it. For example, common courtesies often are interpreted differently by each generation. Imagine a millennial nurse walking into a hospital room and asking Susan, her patient, how she is today, but ‘Susan” is a Traditionalist and she is immediately offended by the millennial’s clear lack of respect in not addressing her as Mrs. Susan Smith. Why doesn’t the millennial turn off that irritating tweeting noise when she is talking to her patients, can’t they see it is distracting? An organization’s strategies must reflect the changing face of a multi- generational customer base to be competitive.
You will gain a distinct competitive edge by training your staff on the traits of your four generations of customers. This, as well as tips on how to communicate more effectively with each generation, will increase collaboration and communication in your workplace.
Learn through the entertaining and humorous, real life stories the Generational Guru shares to help you avoid patronizing behaviors and capitalize on emotional connections to make every customer’s experience a positive one.