generational service expectations by: lisa smidt
TRANSCRIPT
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Generational Service Expectations
By: Lisa Smidt
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Today’s Agenda:
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The 4 Generations
Traditionalist 1901-1945
Baby Boomers 1946-1964
Generation X 1965-1977
Generation Y 1978-2000
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Did you know…
…that the generation with the most buying power is being served predominately by Generation Y?
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Did you know…
…that generational research varies greatly by region, culture, and social economic status, making most data very generalized.
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Did you know…
…the next two emerging generations are referred to as Gen Z and the AO Generation
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• Either served in WWII or were growing up while the world was at war
• Hard workers• Respect for authority• Believe in duty before fun• Kept work and family separate• Believed in paying in cash
Traditionalist 1901-1945
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• Most were children of the traditionalists• Believed in buying now and paying later• First Credit Card introduced• Suburban living developed• Workaholics
Baby Boomers 1946-1964
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• Were children of the traditionalists or boomers
• Were latch key kids• Want work/life balance• They are savers• Believe in asking why
Generation X 1965-1977
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• Were also children of the boomers• Multitasking is essential• Starting using technology from childhood• Want a work/life balance• Typically closer to their parents than previous generations
Generation Y 1978-2000
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What do we expect?
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Commonalities…
• All of the following were checked by all of the generations:They expect friendly and courteous serviceThey expect people to excuse themselves if they need to step away
They are bothered when they are ignored
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Comparison Data:
• Generation Y expected the least from their customer service checking a total 9 boxes
• Generation X expected the most from their customer service checking a total 14 boxes
• Boomers were the only group that did not expect to be thanked for their business
• Traditionalists were the only ones that expected eye contact when they entered
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Where do we go from here?
• What are some benefits of discovering the expectations of different generations?
• What other expectation related questions could be asked to gain additional relevant information?
• Do you think there are differences between service expectations amongst the generations?
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Customer Service Skills
When dealing with individuals from other generations here are some things to keep in mind:
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Customer Service Skills
• Always be friendly and courteous• Remember that how you expect to be treated may not be the same as someone else
• Error on the side of caution and lean towards being more conservative
• If they are your age or older use last names until told otherwise
• Have patience
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Awareness……will bridge the customer service Gap!
Traditionalist
Baby Boomers
Generation X
Generation Y
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Thank you!