Different Generations – Pleasing the Displeased

Every business has to manage a wide range of customers/clients, some that are happy and some that are not. While the ones who are pleased with your service and product are easy to manage, those that are displeased present a challenge –  what can you do to reengage those customers? Being able to effectively communicate with unsatisfied customers is the key to keeping their business. Ultimately, every customer just wants their problem resolved. However, the different generations of customers – Traditionalists, Baby Boomers, Gen Xers, Millennials and Gen Zs – have different expectations of how they wish to be treated and the grace period they will give you to fix their problem.

This workshop focuses on the fundamentals of providing customer service to the displeased customer. We focus on how best to communicate with them, what to say, and how to build a plan with your customer for successful resolution of their problem. We layer on a generational perspective to problem resolution, given the fact that you will have different generations of customers.

Audience: Retail and contact centre sales representatives
Length: Half or full day workshop; 60-90 minute presentation

• Different types of customer feedback
• Acknowledging emotions sincerely
• Generational expectations of problem resolution
• Building an action plan
• What can you say? What can’t you say?
• Communication styles

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