Quick Customer Service Tips for Pleasing Different Generations

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?

If your customers aren’t happy, your organization suffers

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.

Tips for serving the Silent Generation (born 1928 – 1945)

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.

• Don’t rush things and keep your interaction to a relaxed pace 
• Establish rapport by being respectful in an old-fashioned way. Don’t forget to watch your language 
• Be a bit more formal, leaving a respectful distance between yourself and your customer.
• Remember to avoid being too chummy or over-personal

Tips for serving Baby Boomers (born 1946 – 1964)     

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.

• Around 87 percent of Boomers research products online, but a still solid 67 percent prefer going to a local store to make the purchase rather than order online 
• Be personable, especially in your greeting. If you know their name, use it when you greet them 
• Take time to check in and find out how they’re doing   
• Treat them like friends 
• If they are regular customers, give them something extra to ensure continued patronage—such as, throw in that extended warranty with their purchase for free

Tips for serving Generation X (born 1965 – 1980)    

The first group to be highly influenced by personal computers, Gen Xers prefer communication by email and, to a lesser extent, text messages.

• Be efficient. Competence matters more to Xers than schmoozing 
• Xers won’t purchase a product until they’ve researched it thoroughly, which is why they make extensive use of search engines, online reviews, and social media networks before making a purchase
• Make yourself available to share information. Xers tend to be cynical and distrusting of marketing and appreciate customer service reps that offer information
• Don’t hover. Give the customer a little more room and allow Xers to make their own decisions
• Don’t be put off by Xers’ aloofness. Most won’t be warm and friendly to you  

Tips for serving Millennials (born 1981 – 1996)    

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.

• Be respectful—don’t talk down or condescend to them just because they’re young   
• Be sensitive to the generational clash between Boomers, Xers and Millennials    
• You don’t have to do a song and dance but pick up the pace and look lively
• Value personalization over speed, so try to skip the AI experience as much as possible and get them to a human 

Tips for serving Generation Z (born 1997 – 2012)

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.

• Faster is better for Gen Z more than any other demographic. In fact, they even talk faster than any other group. The 18-to-24-year-old age group is 60 percent more likely than the average consumer to hang up if a business doesn’t answer the phone right away—four rings or fewer
• Gen Z will leave a brand entirely after only three bad customer service experiences
• On the other hand, a great customer experience is nearly guaranteed to get your praises sung on Instagram or Twitter
• Unlike Millennials, Gen Z are actually more apt to make phone calls. In fact, this age group is the most likely of any demographic to click-to-call a business from a cell phone after searching for the business online.

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.