One of the most interesting and popular topics in my management training workshops is the differences between generations in the workplace. The “Silent Generation” who came to work and did their jobs without complaint and would sacrifice anything for “The Company. Then came the Boomers who took on the work ethic of their predecessors but wanted to make changes. They did it under the radar, but wanted recognition and credit when they did a good job. The GenXers were independent sorts who were the first “latch-key” children who were strong, self-sufficient but also reaped the benefits of more affluent parents who were determined to give their children all the things they didn’t get from their parents. The Gen-Y’s are tech savvy, self-confident and feel there are entitled to the top spot because their parents (and grandparents) told them they were the center of the universe, that they were always winners, and that they could do (and have) anything they wanted. With attention spans the length of a Tweet (message sent over Twitter for the less tech savvy) they aren’t content to wait for anything. Instant messaging, high speed access,” On Demand” everything and WiFi is their world.
While it isn’t fair to generalize, the generational differences seem to play out in customer service providers. The last three times I went to the Publix Supermarket, I was ignored by the Gen-X and Gen-Y checker, manager and bagger, since they were deeply engrossed in their own conversation. The last time I was there, a supervisor walked right past me, not even acknowledging my friendly, “Good morning.”
I was pleasantly surprised this morning when I arrived at Home Depot at 7:30 this morning to get some paint. A lovely lady somewhere in her late 50’s was behind the paint counter and before I got around the corner she had greeted me and asked what I needed. She took the order and her voice was so pleasant and welcoming, we started up a conversation. One topic led to another, and before I knew it we were sharing stories from how difficult it is for couples to agree on paint colors to old movies to the recent death of Elizabeth Taylor. Throughout the conversation, she kept on taking care of mixing the paint and making sure I had everything I needed. When she talked to me, she looked me in the eye, smiled, and made me feel important. At that time of the day, there weren’t many people in the store, which made it easier, but that one pleasant encounter set the tone for the rest of my day.
Customer service jobs are all about making the customer feel valued and important. It’s easy to do. Just pay attention and focus on the customer while they pass through. Meeting you may be the best thing that happens to them all day.
Mary Nestor-Harper, SPHR, is a consultant, blogger, motivational speaker and freelance writer for Customerservicejobs.com. Based in Savannah, GA, her work has appeared in Training magazine, Training & Development magazine, Supervision, BiS Magazine and The Savannah Morning News. When she’s not writing, she enjoys singing Alto II with the Savannah Philharmonic Chorus and helping clients discover what they love and spend their life on it. You can read more of her blogs at http://www.csjobsblog.com/ and view additional job postings on Nexxt
Become a member to take advantage of more features, like commenting and voting.
Register or sign in today!