5 Best Practices on Customer Service for Generation Y - TELUS International Europe
  • 5 Best Practices on Customer Service for Generation Y

    As Generation Y, those born between 1980 and 2000, are now becoming a powerful financial force as they grow up, it is crucial to factor them in your customer service equation.

    Gen Y spending is almost $200B/year1 and the current Gen Y world population (ages 12-33) is just over 2.4B people2. Gen Y, or also known as millennials, are characterized to be techno-dependent, self-confident, optimistic, interdependent, determined, success driven and goal oriented.
    shutterstock_126590462Keeping Gen Y customers happy can positively influence your business results as millennials are heading towards their peak earning years, controlling and influencing a lot of spending. Still, managing customer service for Gen Y can be quite a challenge. Therefore, to make your work easier it is crucial to know what aspects of your customer service to emphasize on.

    Keeping Gen Y customers happy can positively influence your business results as millennials are heading towards their peak earning years, controlling and influencing a lot of spending. Still, managing customer service for Gen Y can be quite a challenge. Therefore, to make your work easier it is crucial to know what aspects of your customer service to emphasize on.

    We offer you 5 simple best practices to follow in your customer service to the Gen Y customer.

    1. Customize & Personalize

    When it comes to Gen Y, it’s all about personalization. This group is interested only in what is relevant to them, so customize your approach to being straight forward and cut to the chase with what they are interested in. Therefore, help them focus on product features relevant to them.

    2. Be Accessible & Fast

    It’s not always about impatience – it’s about access. Simply put, be where they are – right channels, right hours, right response times. Gen Y expects you to provide your service in the most convenient way for them possible. Keep in mind, millenials are also said to be convenience consumers.

    3. Make it shareable

    “Word of Mouth” is specialty for Gen Y. They share their great experiences. Therefore, make it easy for them to spread the word for your service through videos and images, for example. Your goal is to make your customers generate more new customers easily. Gen Y believes what their peers are saying so your pool of potential customers can become much bigger.

    4. Extend the Experience

    Even though millennials have fewer dollars to spend compared to previous generations they are willing to spread out spending over multiple pay periods. Influence this future spending now! Cross-train your customer service representatives with sales skills to offer promotions and incentives to Gen Y customers so they would come back.

    5. Make it Visual

    Help consumers buy with their eyes. 68% of consumers report using YouTube to browse and research retail companies. Simply use more video and images to make the connection between Gen Y and your brand.

    Remember, serve Gen Y customers where they are, when they want, in a consistent manner so you can earn their loyalty and eventually drive more new customers!

    Sources:

    Valiente, Guillermo and Peter (Scotch) Scocimara, “How to Serve the Millennial Customer: from CRM tactics to IT innovation”

    1Center for Generational Kinetics, Bazaarvoice, Kelton Research

    2US Census


Did you know?

TELUS International Europe Romania is among the "Most Loved Employers" in the BPO sector according to the Inspire Group and Mercury Research.

Working at TELUS

If you’re looking for a great career and a place to shine, join the TELUS International family. We’re a different kind of BPO and it shows. See for yourself.

Find a great job now

Team member quote

"For me, working at TELUS International means helping people in my own language and in their own language – and it allows me to live abroad. It’s the total package!"

Peter
Customer support agent