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Jun 24, 2019
Dan Rose, Content Creator at SkillPath
When it comes to customer service today, the one-size-fits-all approach is dead and gone. Whether in person, on the phone, online or through social media, we all serve a variety of customers with different genders, ages, races, religions, education, economic statuses and language skills. Although each generation has their unique likes and dislikes about how they interact with your company’s customer service people, one thing remains consistent—their experience with your company is the most powerful differentiator for any business today.
Great customer experiences lead to increased customer satisfaction and higher sales. American Express’s 2017 Customer Service Barometer showed that seven out of 10 customers will spend more money during a transaction when receiving great service. And that great customer experience begins with your ability to connect and relate to the customer.
But how do you do it? How do you develop great rapport with customers, especially when you might only have an instant to make that connection? And how do you prepare your team to deal with customers from different age groups and generations?
It’s up to you to make sure every encounter you have with customers is 100% outstanding. But that’s easier said than done when you’re dealing with the communication issues that arise between different generations. Throw in an angry and frustrated customer and an inadequately trained customer service representative and it’s a recipe for disaster.
The good news is that with a little patience, a little emotional intelligence, and training on the proper techniques to communicate and resolve issues between age groups, you can soon have your customer service teams handling any situations with the professionalism that will keep your customers coming back and your business ready for success.
Note: I’m using the generational cutoff points from Pew Research.
Since the youngest member of this generation is 75 years old, your interactions with this group will be 99 percent face-to-face or on the phone. This generation is detached from technology and are still generally distrustful of it. Their preferred method of communication media is a written letter.
Boomers were part of the earliest information technology adaptors. However, Boomers prefer contact by telephone. Younger Boomers are far more comfortable with technology but still prefer a personal touch.
The first group to be highly influenced by personal computers, Gen Xers prefer communication by email and, to a lesser extent, text messages.
The first digital natives, Millennials use the latest technology for finding the best deals, even when they’re physically standing in your store. They are social consumers, using tech to inquire about a product from social media as well as take their complaints online in a heartbeat. Most importantly, they are swayed by customer experience more than they are by a brand, so here is where you can differentiate yourself from your competition.
Their total digital immersion began at birth and their cyber-savviness puts even Millennials to shame. And, by the year 2020, they will make up 40 percent of the American population and be responsible for over a trillion dollars spent. This generation wants digital immediacy blended with personalization.
Customer service has always been a priority for the consumer, but many companies treated it as an inconvenience for the last few decades. No more, however. Today, customer service is perhaps the most critical piece of every transaction and companies that put capital towards technology, but also training employees like you, reap many times the investment over again.
Dan Rose
Content Creator at SkillPath
Dan Rose is a content creator at SkillPath who uses his experience from a 30-year writing career to focus on timely events that impact today’s business world.
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