GENERATIONAL SERVICE
EXPECTATIONS
By: Lisa Smidt
Today’s Agenda:
Understanding the
Generations
Reviewing Service
Expectations
Discussion: Where do
we go from here?
The 4 Generations
Traditionalist
1901-1945
Baby Boomers
1946-1964
Generation X
1965-1977
Generation Y
1978-2000
Did you know…
…that the generation with the most buying
power is being served predominately by
Generation Y?
Did you know…
…that generational research varies greatly by
region, culture, and social economic status,
making most data very generalized.
Did you know…
…the next two emerging generations are
referred to as Gen Z and the AO Generation
Traditionalist
1901-1945
• Either served in WWII or were growing up
while the world was at war
• Hard workers
• Respect for authority
• Believe in duty before fun
• Kept work and family separate
• Believed in paying in cash
Baby Boomers
1946-1964
• Most were children of the traditionalists
• Believed in buying now and paying later
• First Credit Card introduced
• Suburban living developed
• Workaholics
Generation X
1965-1977
• Were children of the traditionalists or
boomers
• Were latch key kids
• Want work/life balance
• They are savers
• Believe in asking why
Generation Y
1978-2000
• Were also children of the boomers
• Multitasking is essential
• Starting using technology from childhood
• Want a work/life balance
• Typically closer to their parents than
previous generations
What do we expect?
Commonalities…
• All of the following were checked by all of the
generations:
They expect friendly and courteous service
They expect people to excuse themselves if
they need to step away
They are bothered when they are ignored
Comparison Data:
• Generation Y expected the least from their customer
service checking a total 9 boxes
• Generation X expected the most from their customer
service checking a total 14 boxes
• Boomers were the only group that did not expect to
be thanked for their business
• Traditionalists were the only ones that expected eye
contact when they entered
Where do we go from here?
• What are some benefits of discovering the expectations of
different generations?
• What other expectation related questions could be asked
to gain additional relevant information?
• Do you think there are differences between service
expectations amongst the generations?
Customer Service Skills
When dealing with individuals from other
generations here are some things to keep in mind:
Customer Service Skills
• Always be friendly and courteous
• Remember that how you expect to be treated may
not be the same as someone else
• Error on the side of caution and lean towards being
more conservative
• If they are your age or older use last names until
told otherwise
• Have patience
Awareness…
…will bridge the customer service Gap!
Traditionalist
Baby Boomers
Generation
X
Generation Y
Thank you!