Are You Satisfying the Millennial Customer?
Customers today are more fickle than ever before. Yes, we’ve been saying this for some time now, but the reality has sunk in that you can completely ruin a great customer experience by simply not answering fast enough, or saying something that doesn’t sit well with today’s customers.
All of this has come about as the millennial generation overtakes the population as the largest market segment. This generation has grown up with different expectations and realities and their demands are much different than those of customers in the past.
Not only do millennials want answers fast, but they cannot be easily fooled and they are very easily annoyed. Staying on the good side with customer care is crucial for businesses.
Even if your call center is properly staffed and trained to deliver great customer care, there is still more you can be doing to ensure those agents are also ready to deliver the kind of care millennials expect and demand.
A recent Forbes article looks at ways companies can fine-tune their customer care to better meet millennial needs.
An important thing you’ll want to think about, according to the piece, is re-doing how you talk to customers, and that means changing the way scripts have traditionally been done.
Instead of a stale, repetitive and impersonal script, it’s better to teach agents phrases that work well and resonate with millennials, and then train them to incorporate that into their chats with callers.
Agents that are relatable and can have a conversation with callers are a great attribute. When it comes time to hire and schedule agents, think about filling seats with those who more closely mirror your typical customer. The common ground can be beneficial in many of their communications. Customers that feel a stronger bond with companies are more likely to stay, repeat business and tell others about the brand.
Are you properly staffed and scheduled to deliver care for the millennial customer?
Edited by Alicia Young