A person’s age and how it affects their attitudes and decisions fascinates me. I’ve written about it many times. We all have two ages. We have an online age, and then of course there is our physical age. It doesn’t matter to me if someone is 18 or 80, if that person is interesting, I’ll talk to him or her online. However, we all leave clues that hint to our actual age. You can read more about that in How Your Blog Posts and Social Media Posts Give Away Your Age.
According to this infographic, your attitude about customer service might also give away which generation you were born into. I have zero tolerance for poor customer service. Yesterday I was in a store with my mother, and she was treated rudely. I was fuming about it, but my mother smiled and treated the woman behind the counter kindly regardless. I wondered in that moment if that was a difference in our generations, or if she was just being exceptionally nice.
Recently Aspect Software and The Center for Generational Kinetics surveyed people in the United States between the ages of 18 and 65 about their attitudes towards customer service. It turns out, I’m not the only one who despises dealing with customer service.
You’ll see in this infographic called Making it Through the Millennial Customer Service Maze, 33% of millennials would rather clean a toilet than talk to customer service (pass me the toilet brush), 26% would rather change a dirty diaper and 23% would rather do physical labor than talk to customer service.
If it were up to me, I would prefer to handle 100% of my customer service needs online. Unfortunately, that is not an option yet. The reason these things matter is because over half of all millennials have moved their business from one company to another because of poor customer service. In addition to that, as a generation, millennials will spend more money than any other generation in coming years.
Marsha Collier hosted a Twitter chat last month about generation silos. It was a huge success, and it even became a trending topic on Twitter. You can read the tweets from that chat at Generation Silos. The conclusion was basically that all generations have something to offer each other, and we can all learn from each other. We can recognize and respect our differences while still working effectively together.
I still go back to what I said at the beginning of this article. It doesn’t matter to me if you are 18 or 80. You are important. You don’t have to be a millennial to get annoyed by bad customer service. You can click over to www.aspect.com/millennials to get more information about this research, and how it affects your business.
(Click Infographic to Enlarge)