Different Generations – Different Approaches to Customer Service

The clients and customers you serve are, more than likely, from different generations (Traditionalist, Baby Boomer, Gen X, Millennial and Gen Z). 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 different 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 from a generational perspective.

Audience: Customer service & sales representatives and managers
Length: Half or full day workshop; 60-90 minute presentation

  • Key characteristics and values of the different 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 different generations

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