About our Generational Customer Service Training
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.
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.
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 model
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.
