Learning and Development Solutions

Customer Service Across Generations Workshop

Elevate your customer service game as your team learns the art of catering to the diverse needs of different generations of customers and clients. Our specialized training program on delivering exceptional customer service across generations equips teams to effectively service four generations of diverse customers from Traditionalists and Baby Boomers to Gen Xers, Millennials, and Gen Zs.

About Our Generational Customer Service Training

The clients and customers your organization serves are from different generations, and each generation possesses different expectations of customer service based on their generational identity.

The goal of our generational customer service workshop is to build concrete behaviors for your customer service teams that improve service to a multigenerational customer base.

Our customer service for different generations workshop meets three criteria: 

  • Levels up employees’ customer service skills, ranging from the fundamental to the more complex 
  • Takes into account that your customer base is multigenerational and has different customer needs 
  • Customized to your operational environment to align with your processes, practices, and models

We explore the identities of the different generations and how these identities translate into different behaviors and expectations. We discuss what each generation of customers classifies as service excellence. We determine concrete tips and techniques that will improve service of customer support teams from a generational perspective.

In the customer service across generations workshop, your team learns how to deliver exceptional service according to how customers expect customer support teams to serve them, rather than how the salesperson wants to provide the service. It’s only by exceeding customer expectations that organizations build strong brands and relationships.

Audience: customer service representatives and managers

Delivery: in-person or virtual

Length: half-day or full day workshop

Features: interactive, group discussion, breakout rooms, polling, action planning, chat, annotation


Program Outcomes

At the end of our generational customer service training, participants will be able to:

  • State key characteristics and values of the different generations
  • Describe how generational identities translate into different behaviors and buying practices, as these relate to authority and work styles
  • Explain generational customer service expectations of excellence
  • Apply tips and techniques to deliver great service to each generation

About the Instructors

Optimus SBR master facilitators enrich training with their wealth of knowledge and skills accumulated over decades of training thousands of leaders and employees across North America. Our facilitators are not just experts in their fields, they are passionate educators dedicated to engaging learners and ensuring that the knowledge is effectively transferred back to the workplace.

With a profound understanding of diverse learning needs and styles, our master facilitators work closely with you to customize learning content to meet your specific training needs, ensuring it resonates with learners and enhances the overall training impact.

Our master facilitators have a proven track record of consistently achieving scores above 4.7/5 on training evaluations – a testament to their commitment and proficiency.

Why Train with Optimus SBR?

The Power of Generational Insights

Our exclusive generational research provides groundbreaking insights into the unique approaches of different generations that influence service delivery and cultivate customer loyalty. 

Collaborative Learning, Lasting Impact

Through active involvement in dynamic real-world scenarios, participants of our customer service for different generations training are encouraged to think critically, problem-solve, and collaborate. Our engaging learning experiences ensure that your team not only retains knowledge but empowers them to apply what they learn and drive real, long-lasting results. 

Strategic Alignment, Cultural Resonance

We work closely with you to create customized training solutions rooted in adult learning principles. As your generational customer service training partner, we ensure that every aspect of our programs aligns with your strategic objectives and the core values that define your organization. 

Grounded in Data

Our workshops incorporate the most current data and trends on each topic. We tailor the content to provide insights and examples from your industry and sector to increase the relevance and applicability of the learning content.

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