The customer service department is generally focused on one thing – the customer. In doing so, they often follow a set protocol to ensure the customer gets the information and service he or she needs, and ends the interaction with satisfaction. The only problem with this approach is that not every customer has the same expectations when they place a call. If the customer falls into that millennial category, expectations can be very different from that of the more seasoned customer.
The millennial consumer is changing the way companies need to handle customer care. These are individuals who are accustomed to doing things very differently. They were raised on technology and social media, making traditional methods often unacceptable. LiveLook, a provider of co-browsing technology, offers some insight in its latest blog, suggesting that co-browsing can actually help bridge the gap created by new generations.
Taking from their post, let’s examine the characteristics common to the millennial or individuals in Generation Y and gain a better understanding of what these consumers expect from any interaction with the customer service department.
Speed and Efficiency – some may call it impatience, but the reality is this generation was raised in an instant gratification society. Mobile devices and computers were always in the home, which meant instant access to information, connections and answers. If a solution is going to take longer than a few seconds, the consumer needs to be notified of the potential delay as soon as possible. If co-browsing is in place, this speed is increased and satisfaction more likely.
Bigger Picture Takes Precedence – the younger consumer tends to be more focused on the big picture than pricing models. The agent who wants to make a direct connection with the younger consumer should be well-informed on all charitable causes and worthwhile activities the company engages in so as to share the information during lulls in the conversation.
Information in Abundance – it’s likely that the millennial calling the customer service center has already exhausted all other channels and is well-informed on the situation. The agent who can’t answer questions or shares inaccurate information will quickly degrade the brand experience. The millennial consumer is well-informed and a co-browsing experience takes them to the next level.
Whether you’re looking to this younger generation as potential new-hires for the customer service center or you simply need to be able to connect with them on the phone, these characteristics are important to know. This next generation brings valuable insight and a new approach to doing business that can benefit environments in which they engage. The trick is to understand where they’re coming from and how to embrace a new way of thinking.
Edited by Alisen Downey