Personalized Customer Service

Patrick NehringUniversity of Wisconsin-Extension Waushara County

Communicating Across Generations

University of Wisconsin-Extension

Generational timeline

Birth Years

Formative Years ActivitySilent Generation1930-1955 Baby Boomers

1955-1975

Generation X1975-1995

Millennials1995-2010

Gen Z2010-present

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

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

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

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

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

Personality Schema

Slides based on presentation byJay Rifenbary

Other references used are to Real Colors, Dave Mitchell, and Larry Swain

Analytical Driver

Amiable Expressive

Hide Emotions

Show Emotions

ListenAsk

TellTalk

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.

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.

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.

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.

Customer Service Basics

From a presentation developed byWisconsin Department of Tourism

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

Patrick NehringUW-Extension Waushara County

(920) 787-0416patrick.nehring@ces.uwex.edu

http://waushara.uwex.edu/facebook.com/waushara.uwex