Move Over Baby Boomer Because The Millennials Are Here

You walk into your new-hire enrollment meeting to see a 50-year-old man fumbling with the computer and telling you to take a seat. It’s a scene you’ve been conditioned to seeing throughout your academic career. The instructor introduces himself and lets you know it will be six weeks before you actually start working and he is going to be your guide to learning the “new computer systems.” You instinctively roll your eyes and get your phone out. Without a tiniest effort you can find a YouTube video that will teach you everything this man knows about a “new computer system” in 30 minutes, not 6 weeks.

You take a deep breath as he hovers over the start button for the full display to come up as he moves over each option before landing on ‘programs’. Think about how you wanted to start meditating as he accidentally clicks away onto the screen and is about to have to restart this 5 minute ordeal. What is this guy going to “teach” you next? How to open Microsoft paint? I’ve been ignoring my middle school teacher for years playing with that. Maybe he’ll open your eyes to the world of Excel?! You finished your capstone class in college with advanced pivot tables and if this guy pivots too hard he’s going to break a hip.

Yes, a changing of the guard is taking place.  With all of their fanfare and glory over the years, baby boomers are reluctantly realizing a new generation has arrived and we are setting the tone for the workplace of the future.  We win, hands down, when it comes to technology, although we may lose out on those soft skills like actually talking to each other face-to-face. 

Baby boomers have been in the workplace and building relationships for years.  They may have worked for a Company longer than we’ve been alive. They are accustomed to making the high five and six-figure incomes and used to running “the show” their way.  You know what I’m talking about:  “It’s my way or the highway!” attitude.

But now with more than ten thousand boomers turning 65 and becoming eligible for retirement annually, it’s our turn to step up and take our rightful places in the workforce.   

You can read more in the new book: The Baby Boomer/Millennial Guide to Understanding Each Other in the Workplace.

Written by Chris Gure 

A Customer Service Lesson for MIllennials

The week of October 3 is known as Customer Service Week.  This is the week customer service employees are recognized and shown appreciation for their service to their employers and the customers they serve.

I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone.  Bus drivers give it to passengers by the way they greet them, fast-food works give it by the way they greet customers and take their orders.  Department store employees give it by the way they interact with customers looking to make purchases.Even online merchants must deliver good customer service if they want returning clientele.

With more and more Millennials entering the job market and primarily into customer service positions, it is imperative that they understand what it means to deliver their best.  No doubt about it, young people lack soft skills.  They would rather send a text to give you an answer than to pick up the phone or, better yet, talk face-to-face.   

Once while working in a call center, I overheard a young person comment to another that she couldn't stand old people because they just couldn't get technology.  Ironically, it was her role as the "tech expert" to help the person on the phone who "couldn't get it."  

Here are some tips for Millennials in customer service:

Smile when greeting someone in person or over the phone.  Smiles can be heard over the phone.

Use age appropriate greetings and avoid referring to older people as "guys."  Saying "yes ma'am" or "no sir" shows a level of respect you have for the person.

Engage with the customer in a positive way.  Ask them how their day is going and let them know how happy you are to be able to help them.

Show patience:  This is especially important if you're working in a call center environment.  Even if you've tried to explain something over and over, remain calm until they get it.  Sighing or making snide comments like, "I don't see how come you don't understand this!" will only lead to more frustation for you and the customer.

 Remain calm. When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself.

Don’t take it personally. Remember, the customer is not angry with you, they are displeased with the performance of your product or the quality of the service you provide. Your personal feelings are beside the point.

Use your best listening skills. The first thing an angry customer wants is to vent. To do so, they need someone to listen—and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint.

And, finally, give people MORE than they expect.