We’ve all experienced the reality of our staffing mix today – it’s the Gen Y that makes up a large portion of our teams today, particularly at the Front Desk. And we also know that their expectations are different from the ones we’re used to – not that there is a lower propensity to deliver on good work, just that it takes a different approach to understand what ‘good work’ is and what ‘customer service’ is from your perspective as compared to theirs.
Gen Y keys:
1. Training for Gen Y’s needs to include a healthy dose of technology to hold their attention.
2. Keep training session brief and content rich – richer than you have so far.
3. Clarify what you mean by good customer service – have a dialogue on what their understanding is of good customer service. You may be surprised with the result!
Certainly there is the expectation of a shorter window for gratification – the challenge is develop a better understanding on what ‘gratification’ means to this group. It will require more direct engagement from you and a lesser dependence on a ‘traditional work ethic’ to generate the results you may want.
The energy you’ll get is high - the energy required from you will also be high!
Good luck.
