How can you address ageism and generational differences in customer service?

1 Understand ageism and generational stereotypes

Ageism is the discrimination or prejudice based on a person's age. It can manifest as negative attitudes, assumptions, or behaviors towards older or younger people. Generational stereotypes are the generalizations or labels that are applied to people based on when they were born. For example, some common stereotypes are that baby boomers are resistant to change, millennials are entitled and lazy, and Gen Z are addicted to technology. These stereotypes can create barriers, misunderstandings, and conflicts in customer service.

2 Learn about generational characteristics and preferences

While stereotypes are harmful and inaccurate, generational characteristics and preferences are the common traits, values, and expectations that are shaped by the historical and cultural context of each generation. For example, some generational characteristics are that baby boomers value hard work and loyalty, millennials value flexibility and feedback, and Gen Z value diversity and social justice. Learning about these characteristics can help you tailor your service style to meet the needs and preferences of different customers. For example, you can use more formal language and offer printed materials to baby boomers, use more casual language and offer digital options to millennials, and use more inclusive language and offer social media channels to Gen Z.

3 Respect individual differences and avoid assumptions

While generational characteristics and preferences can provide some general guidance, they are not universal or fixed. Each customer is a unique individual with their own personality, background, and situation. Therefore, you should avoid making assumptions or judgments based on their age or generation. Instead, you should respect their individual differences and ask them how they prefer to be served. For example, you can ask them what their preferred mode of communication is, what their goals and expectations are, and what their feedback and suggestions are.

4 Build rapport and empathy with your customers

One of the best ways to address ageism and generational differences in customer service is to build rapport and empathy with your customers. Rapport is the connection and trust that you establish with your customers through your communication and behavior. Empathy is the ability to understand and share the feelings and perspectives of your customers. To build rapport and empathy, you should use active listening skills, express interest and appreciation, show respect and courtesy, use humor and positivity, and acknowledge and apologize for any mistakes or problems.

5 Seek feedback and continuous improvement

Finally, you should seek feedback and continuous improvement in your customer service skills. Feedback is the information that you receive from your customers, colleagues, managers, or other sources about your performance and areas of improvement. Continuous improvement is the process of identifying and implementing changes that can enhance your customer service quality and satisfaction. To seek feedback and continuous improvement, you should ask for and accept constructive feedback, monitor and measure your customer service outcomes, identify and address your strengths and weaknesses, and learn from your experiences and best practices.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?