Customer Servces
Customer Care For All Generationsby Eileen O. Brownell
Regardless of how old or young, everyone wants to be treated fairly and equally during the buying and service process. Whether our hair is naturally grayed or temporarily a wild shade of pink, we all have the right to be treated the same as the person standing beside us. Being able to present information in a different manner or to appeal to core values, which are different for each generation, is important and may need additional attention. Let's examine how you, as a service provider, can give exceptional service by understanding the needs and values of each age group.
The Veterans, Traditionalists or World War II Generation were born prior to 1943. Their core beliefs, personality and values include:
Everyone should adhere and conform to the same rules, regulations and policies.
Those who are older or individuals who are in a position of authority automatically deserve respect.
The bigger, the better.
Patience is of the utmost importance.
Personal pleasure is secondary to job responsibilities and tasks.
In order to win them over as a lifetime customers consider providing service in the following manner:
Make them feel special by remembering their name. Be sure to honor them by calling them Mr. or Mrs., or sir and ma'am.
Thank them for their patronage with a personal handwritten note. Form letters do not cut it with this generation. They want and expect the personal touch.
Be personable and show genuine interest in them as a person. Many of these individuals have lost spouses, friends and children. They can be lonely. A little extra attention and interest in them as a person is greatly appreciated.
They believe in paying cash rather then using plastic. Additionally, since they are Depression survivors, they tend to be conservative in how they spend their money. Do not expect an extravagant tip regardless of how great your service was.
The Baby Boomers or Boomers were born between 1943 and 1960. Their core beliefs, personality and values include:
If it's not working, either fix it or move on and find something better.
Personal growth, health and wellness are extremely important.
Optimism.
They believe they are the star and deserve center stage regardless of the situation.
If you want to keep them as lifetime customers, be sure to provide customer service that:
Treats them as individuals, not just another client. Be personable. They place a great deal of value on personal relationships that grow with time.
Be solution oriented. If you cannot fix something, be honest and then offer alternatives. Boomers value their time and want solutions now, not later.
Do not tell a Boomer what they can do. Ask them what they want done or accomplished.
Make them feel special. You will keep them coming back if they believe they really are one of your favorite customers.
Admire their appearance and physical stature. This generation takes great pride in their appearance.
Generation X, Baby Busters or Twenty-somethings were born between 1960 and 1980. Their core beliefs, personality and values include:
A need to be self-reliant.
Family and friends are extremely important to this generation.
Tend to be informal and look for fun in every situation.
Treating everyone as an equal regardless of “rank.”
A tendency to be skeptical.
A healthy respect and knowledge of technology.
If you want them to do business with your company then consider providing them with following service:
Show interest in their family and friends. Admire their children if they are tagging along, or their pictures are prominently displayed on their desk.
Treat them as an equal regardless of their appearance, age, sex, sexuality or ethnicity.
Approach all situations in a relaxed and informal manner. The greater the formality shown in any situation, the more uncomfortable they will be.
Allow them plenty of time to ask questions and obtain information. Since they tend to be skeptical it’s important to show you have nothing to hide.
Whenever possible, use modern technology to demonstrate your product and services.
The Nexters, Generation Y or Internet Generation were born between 1980 and 2000. Their core beliefs, personality and values include:
Optimists much like the Boomers.
Street smarts (obtained at an early age) that previous generations do not have.
They have grown up in the computer age and many cannot remember a home without this technology.
Achievement oriented, they are also strong believers in civic duty.
Flexibility is learned early since many come from divorced families that shared parenting at separate homes.
If you want these customers to consider doing business with your company over their lifetime, then provide them with the following service.
Unlike their parents from the Generation X or Boomers, these young people like to spend money. If it's functional (a pager) or enhances their image (including tattoos, hair coloring or body piercing) they are likely to purchase the item.
If your business makes donations to non-profit organizations because of their purchase, they are likely to buy since they have such a strong sense of civic mindedness.
Appeal to their technical savvy. Most of these young people have been around computers since they were born. If it makes life more convenient, easier or is the latest in technology, they will probably want it.
There is no sure fire way to sell to anyone based on age or generation. The previously mentioned overview of each generation and customer service guidelines are precisely that; guidelines to assist you in providing the best possible customer care to individuals from 9 to 90. Nothing will ever surpass kind and equal treatment to each and every customer you serve.
-----------------
Eileen O..Brownell. All right reserved. For information contact Frog Pond at 800.704.FROG(3764) or email susie@frogpond.com.
Career