Millennials + Customer Service. An Oxymoron? Or Great Generation?

Millennials + Customer Service. An Oxymoron? Or Great Generation?

By Nancy Friedman, Customer Service Expert; President of Telephone Doctor Customer Service Training A young gal, about 25, preparing to sit in one of my presentations at the NAR conference in DC came up to me with arms crossed and in a slightly defensive mode says, “You’re not going to tell us how bad we are, are you?” “I’m not,” I said, “and would never. Why, what happened?” She said the speaker earlier in the day ripped on the Millennials. And they were offended. I didn’t ask much more, but she was very frustrated with what the speaker said about ‘her’ generation. And he wasn’t even one of them. Let’s face it. Every generation is different. Yours was. Mine was. And more will come. And each was difficult to understand – and don’t often meet out own expectations. Yours, mine, our folks and so on down the line. And will continue to as well. Our new video program Generations@Work, available on our platform at www.serviceskills.com, provides an excellent look at what’s happening with this new generation. The group in the program are Millennials. They are given real questions and we get real answers. They’re not ‘bad’ people. They’ve been labeled, as many of

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The Big Secret to Millennials

The Big Secret to Millennials

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   Millennials? What’s new about it? The biggest secret of all? Nothing. Nada. Zip. In my travels, working with this fun, bright, exciting group, I’ve found they’ve simply never been shown certain things. Of all the things they’re called, one is missed. And that is: EAGER. Yes, I found them eager. Eager to be good. To learn. They asked more questions than other groups I’ve spoken to in a while. I didn’t have any ‘know it all’s’ in the audience. Some folks say the millennials feel they are: Entitled Lazy Unfocused Narcissistic And a few other ‘titles.’ Well, you know what? Those are some of the same ‘titles’ used over the years with nearly every generation. And some folks never lose those titles. As they get older, some folks still feel they are still entitled. Some are still lazy, unfocused and narcissistic. I’m not a fan of name calling. It’s the old “sticks and stones can break my bones, but names can never harm me.” I have found most of the millennials I’ve had the opportunity to work with to be fun, bright, eager to learn, and

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