Workshops – customer service & sales

Yesterday’s business leaders needed an MBA – a masters of business administration. 
Tomorrow’s business leaders need an MPA – a masters of people administration.

n-gen workshops are designed to accomplish two objectives: First, the workshops provide managers with the required foundational knowledge to understand the four generations in the workplace. We answer the question of how generational identities are demonstrated through behaviours and expectations in the workplace. Secondly, we customize the workshop activities to address your organization’s current operational environment. Below is a list of workshop titles and target audiences. Click on each link below to learn more about the programs, which are customized and tailored to meet your needs in consultation with an n-gen content advisor.

Below, is a list of workshop titles and target audiences. Click on each link below to learn more about the programs, which are customized and tailored to meet your needs in consultation  with an n-gen content advisor.

Four Generations of Customers: Improving Service Excellence™

Audience: Customer Service & Sales Representatives and Managers

The clients and customers you serve are, more than likely, from all four generations (Traditionalist, Baby Boomer, Gen X and Gen Y). Each customer group possesses unique identities and expectations of customer service. It is important for customer service and sales representatives to learn how to deliver exceptional service according to how the customer expects to be served, rather than how the rep would like provide service. It is only by being able to exceed customer expectations that organizations will be able to build strong brands and relationships. The objective of this workshop is to build concrete behaviours that improve service to a multigenerational customer base. 

We explore the identities of the four generations and how these identities translate into different behaviours and expectations. We discuss what each generation of customer classifies as service excellence. We determine concrete tips and techniques that will improve service excellence from a generational perspective.

Key Topics:

• Key characteristics and values of the four generations
• How generational identities translate into different behaviours, as these relate to authority and work styles
• Generational expectations of service excellence
• Tips & techniques to improve customer service to all four generations

Four Generations of Customers: How to Boost Sales™

Audience: Sales representatives, Sales Managers

Sales teams face the challenge of effectively selling your organization’s products and services to different types of customers. Your customer base, more than likely, is comprised of four generations (Traditionalist, Baby Boomer, Gen X and Gen Y). Each of these customer groups possess unique identities and expectations of how they expect sales people to interact with them. It is important for sales representatives to tap into the values, expectations and buying motivations of each generation in order to increase levels of customer engagement. The higher the level of customer engagement, the higher likelihood that the relationship leads to sales. The objective of this workshop is to provide concrete tips and techniques for how to apply a generational approach to the sales process. 

We explore the identities of the four generations and how these identities translate into different behaviours and expectations. We discuss how to execute a sales process that engages all four generations. Participants leave the session having solved a sales challenge and having analyzed how their current sales process can be improved. 

Key Topics:

• Key characteristics and values of the four generations
• How generational identities translate into different behaviours, as it relates to authority and work styles
• Generational perspectives of customer loyalty
• Layering on a generational perspective to the sales process
• Solving an individual sales challenge