There has been a definite change in the level of customer service over the years, both in what people expect from employees and what employees expect from customers. Technology has done much to shape the way that we interact with others and no where is this more apparent than in Generation Y. The generation of children born since the 1980’s continues to make up a larger part of the workforce.
In order to be an effective part of the workforce the members of this generation have to be trained in good business social skills; it cannot be assumed that they will simply know how to treat customers. How can the specific needs of this generation be addressed as it relates to customer service?
Highlight Personal Interaction
Simply put it is possible to go through an entire day and accomplish everything necessary without ever once having actual human interaction. Technology is a blessing and a curse in this regard. Many members of Generation Y have lost the ability to interact with people in the manner necessary to deliver exceptional customer service.
Training programs can help younger employees recapture the ability to have a friendly and helpful interaction with each and every customer they assist. Role playing is an excellent way to help younger employees appreciate what it is like to be on the receiving end of bad customer service, and this can help to instill the need to provide excellent service for each and every customer.
Take Advantage of What Generation Y Can Offer
While the younger generation may require some training on the fine art of human interaction, they most likely need no help in understand all the nuances of the latest modes of social networking. This fact can be used to a company’s advantage, since total customer interaction involves making effective use of technology to reach customers.
Especially with regards to following up on customers after their purchase, social networking sites and other forms of technology can be very useful in gauging how satisfied customers are. Generation Y employees can play a large role in determining what complete customer satisfaction means. That responsibility can encourage the desire to make sure that they help the company meet that benchmark of customer satisfaction.
Focus on the benefits of what Generation Y employees can provide the organization. Arrange for training that helps them to provide outstanding customer service. Doing so will help to promote a strong work ethic among your Generation Y employees.
Damien Clarke is the Managing Director of Newarke Corporate Training and firmly believes that effective Customer Service Training for your Generation Y staff members will keep your business ahead of your competitors.
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