personalized customer service
TRANSCRIPT
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Personalized Customer Service
Patrick NehringUniversity of Wisconsin-Extension Waushara County
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Communicating Across Generations
University of Wisconsin-Extension
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Generational timeline
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Birth Years
Formative Years ActivitySilent Generation1930-1955 Baby Boomers
1955-1975
Generation X1975-1995
Millennials1995-2010
Gen Z2010-present
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Customer Service with Silents• Face-to-face or written communication• Give them your full attention when speaking• Use formal language• Respect, do not let them lose face• USA made• Build trust with inclusive language (we,us)• Your word is your bond• Loyal for life if trusted• Trust authority
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Customer Service with Boomers• Face-to-face, telephone, or addressed email• Provide additional written material• Answer questions thoroughly, they may ask for details• Avoid controlling, manipulative language• Present options to show flexibility in your thinking• Explain where they fit in a larger worthwhile context• Involve them in solving issues• Price and service conscious• Limited loyalty
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Customer Service with X’ers• E-mail• Additional web resources and contact information for
questions• Visually orientated and short sound bytes• Not impressed with big words or fluffy language• Ask them for their feedback• Let them discover or explore on their own• Price conscious• Loyalty to quality• Respect action, not titles
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Customer Service with Millennials• Smartphone, Facebook and text messaging• Expect internet/social media resources• Innovation• Use action verbs• Humor• Don’t talk down to them• Multitasking• Explain why• Integrity and image is important
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Customer Service with Z’s• Social networking, Youtube and text messaging• Multiple sources of information• Instantly• Customized information to them• Simplicity and transparency• Access to everything, privacy is not important• Encourage them to explore new paths or options• Fear of missing out• Marketing Savvy• Brand recognition
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Personality Schema
Slides based on presentation byJay Rifenbary
Other references used are to Real Colors, Dave Mitchell, and Larry Swain
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Analytical Driver
Amiable Expressive
Hide Emotions
Show Emotions
ListenAsk
TellTalk
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AnalyticalHide Emotions & Listen/AskSpeech: Slow speech. Pause between words.
Body Language: May look up or not. Protective stance.
Office space: Messy desk, but knows where everything is.
Need: to be accurate.
Communication/Sales approach: Give them information. The more information you give them, the more they will be able to make a decision.
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DriverHide Emotions & Tell/TalkSpeech: Short concise deliberate speech.
Body Language: Looks right through you. Face has no emotion. No arm movement.
Office space: Everything in its place.
Need: to be in control.
Communication/Sales approach: Provide options. Have them help with decisions.
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AmiableShow Emotions & Listen/AskSpeech: Same emotion as the other person talking.
Body Language: Eye contact sometimes and sometimes not. Some hand movement.
Office space: Decorated with nature and fuzzy items/images.
Need: to be accepted.
Communication/Sales approach: Provide them with assurances. Make them feel secure and part of the group.
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ExpressiveShow Emotions & Tell/Talk
Speech: Volume and conversation are all over the place.
Body Language: Eyes and hands are moving.
Need: to be recognized.
Office space: Decorated with awards and accomplishments, including things that represent an award or accomplishment.
Communication/Sales approach: Give them incentives. Provide them with awards, recognition, and prizes.
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Customer Service Basics
From a presentation developed byWisconsin Department of Tourism
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Basics of Customer Service• Roll out the red carpet: Provide an inviting
greeting to the customer• Don’t be a stranger: Create a Relationship with
the customer• Get to the point: Providing clear, accurate and
timely information
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Patrick NehringUW-Extension Waushara County
(920) [email protected]
http://waushara.uwex.edu/facebook.com/waushara.uwex