Have you ever wondered how your view of customer service compares to the generation of millennials? Known for their poor work ethic, millennials are known as some of the laziest individuals in the working world. Many older generations like to look at millennials as too inexperienced in the real world, raised in a time where everyone is rewarded for everything leading to entitlement and also the most tech-savvy group that causing millennials to be more disconnected from real human connections than any other group.
Many people think a person’s age affects their attitude in life and at the workplace because your experience being raised during a time before or after technology, during certain parenting trends and during certain economic times can affect how you handle yourself as an adult. One way that generations may vary is the way they are perceived online compared to in reality.
While you may be one age but appear a different age through your online presence, it’s interesting to look at how the different generations compare with their view of how they should be treated with a company they are doing business with. Along with wanting to handle their customer service needs online, here is a look at what other things you should know about millennials and customer service.
Customer service attitudes can give away what generation a person is from
The way customer service is handled can be a direct giveaway at the generation a customer service representative is from. Quality customer service is crucial to a business because it’s what brings your current customers back, what causes your customers to refer you to their friends and what causes people to try to ruin your reputation to everyone they know after a bad experience.
Most people will not tolerate poor customer service for a minute so it’s incredibly important that all generations working for you take this role very seriously. The truth behind millennials is that 1/3rd of them would rather clean toilets than talk to customer service and almost the same number would rather change a dirty diaper than talk to customer service.
Why has customer service suffered so badly?
People are tired of dealing with other people on the phone and in-person when they are upset about something they purchased. Most people would rather deal with customer service online where they don’t have to see the face of the person they need to yell at or try to convey their message on the phone where the person may not understand the first time or force you to transfer to someone else where you’ll have to start the complaint over again.
When it comes to millennials, over half of them have moved their business from one company to another because of a bad customer service experience. Why is this so important? While millennials may seem insignificant now, they will be spending the most money in the coming years and their experience should matter most to companies.
Respecting differences in generations
While many people like to put down millennials, it’s wise to realize that all generations can benefit one another, learn from one another and should respect one another. It’s important to treat millennials as just as important in the world as the elderly.
Whether you are 18 or 80, everyone gets annoyed with poor customer service but some generations will smile in the face of rudeness, some will take their business elsewhere and some will retaliate. The millennial generation is one that has less tolerance for waiting in lines, repeating their problem to multiple customer service representatives and being treated like an insignificant number.
When it comes to millennials, they are incredibly unhappy having to ever deal with customer service even though people are likely to deal with them up to 65 times per year. Over half have moved to a new company after a bad experience and over half say that their expectations of customer service have increased in the last few years.
More than other generation, millennials want to do things on their own time, would rather handle things digitally, and they are more satisfied when they solve a problem without talking to customer service. Since they will outspend Baby Boomers, their satisfaction is incredibly important.
How can you benefit from this? Be sure to make customer service easy online, have it available 24/7, provide online customer service chat options and make it easy for your customers to share their good experience on social media.