This chapter of Not Everyone Gets a Trophy is all about customer service and while the focus is on Gen Yers, this is a chapter we can all read and take away some great pointers.
Gen Yers have been bombarded by marketing from a much younger age and at a higher rate than generations before us, Bruce Tulgan says. Not only did the marketplace reach them in the malls but right into their homes via the Web. Gen Yers have had more buying power at a much younger age than anyone ever before so it’s only natural they begin their working life with a very consumer-oriented mind.
He says when Gen Yers arrive for their first day of work they look at their own time, dedication and best efforts as a kind of currency. They want to know what kinds of success and rewards it can buy them. They are excited and ready to work and put their efforts to good work so they can get great experiences.
Tulgan says people who have success with Gen Yers who are new to the workforce put their job in the context of a customer relationship. But instead of the Gen Yer being the customer, everyone else is. The company, their manager, their coworkers and yes, the actual customers. They tell them to treat everyone how you would want to be treated.
It’s important for Gen Yers to be taught great customer service skills, Tulgan says in the book. But not because Gen Yers will be spending a lot of time with the customers (they will be) but rather because entry-level positions are disproportionately represented by lower-tier positions, mostly filled by young workers and at this point in time, those young workers are Gen Yers. Tulgan says these six skills are key to teach Gen Yers:
1. Make Yourself Available
This is not about accosting every customer who walks in the door, but being visible, unobtrusive and paying close attention to what customers are doing, even if you’re on another task.
2. Say as Little as Possible
When you say less you have less of a chance of saying something confusing, distracting, wrong or offensive. Let the customer speak and use the time you’re not speaking to pay attention and not let your mind wander.
3. When You Do talk, Choose Your Words Very Carefully
Tulgan recommends Gen Yers are taught to ask open-ended questions until they’re confident they understand what the customer really wants. For example, “Please tell me more about that,” and only switch to a close-ended question when you’re sure you know they answer and present it like this, “Do you mean X?” or “Do I understand correctly that you are saying X?” He also suggests giving them a script, so they don’t have to think of what to say, treat each interaction with a customer like a performance.
4. Never Wing It
Don’t exaggerate or make anything up. If you don’t know, tell them “I’m not sure, but let me find out for you,” or if something is going to take ten minutes, tell the customer, do not simply say “This will only take a few minutes.”
5. Request Feedback
You don’t want to leave the customer with a feeling of dissatisfaction or an expectation that hasn’t been met. End every conversation with phrases like “Is this acceptable,” or “Are you happy with everything?”
6. Problem-Solve
When a Gen Yer encounters a problem, encourage them to identify the problem and then ask themselves if this is a problem they should solve or if an authority should handle it. If they decide it’s not for them, they need to gather basic information and then pass it along to the proper authority. However, they should stay in the loop for a few reasons: The customer may return to them to look for an update, they’ll learn how the situation was handled and what procedure was used.
Convincing Gen Yers to Care About Customer Service
Tulgan is careful to explain that not all Gen Yers deliver horrible customer service. On the contrary he says, plenty of Gen yers deliver acceptable and even outstanding customer service. But he says when mistakes do happen, turn them into teaching opportunities. Debrief the employee on what went wrong, review the steps they can take next time they’re in a similar situation.
Good customer service is a skill that will not become obsolete and providing good customer service is a great way for Gen Yers to enjoy their job more — a big concern for them. Also highlight that providing great customer service is an excellent way of networking with customers. Obviously you don’t want your employees handing out resumés but remind them that every customer is a potential contact, Tulgan says.
Finally, Gen Yers need to understand that a route to financial and nonfinancial rewards is to treat customers great. Tulgan points out that managers will take care of those who take care of the customers. This could mean the best shifts, best assignments, days off, cash and more. The key is to use small rewards and use them frequently and you use the rewards for specific instances of great performance.
Next Chapter
The 7th chapter is entitled “Teach Them How to Manage Themselves” and is the longest chapter in the book. It looks to be filled with some real great practical advice, it’s the first chapter that has charts and some q&a stuff. I should have at least part one up in a few days. So what do you think? Are Gen Yers worse at customer service than other generations? Would love to hear your opinion.