Different Expectations From Generation To Generation In Customer Service

3 min read

Different Expectations From Generation To Generation In Customer Service

In today’s world, business progress largely depends on the customer’s satisfaction! Your way of serving customers differentiate your brand from others. If your customers are satisfied with your work, only then will they be loyal to you.

New Voice Media research says that companies based in the U.S. are losing up to $62 billion due to providing poor customer service. Moreover, it reveals that more than 91% of your brand’s customers will switch to your competitor if the value of your service doesn’t seem better than theirs.

There are a few different factors that need to be considered whilst creating a customer service strategy. The target market is one of those. To address customers of different age groups, business owners or customer service agent should set their service strategy as per the habits and expectations of that specific generation.

Read about Market Segmentation: Know Your Customers


Different Expectations From Generation To Generation In Customer Service

Talking about the generation, let us know what those are:

Generations of Current Customers

Generations of Current Customers - The Customer Service expectation

The generations of current customers are divided into 4 parts. Here, we are adding a brief idea of these generations to help you become familiar with them before discussing in detail how to satisfy each of them. Let’s have a look –

  • Baby Boomers – These customers are people born between 1946 and 1964, which refers to people between the ages of 56 and 74. They are the most traditional yet reliable customer base among all the other age groups.
  • Gen X – These customers are people born between 1965 and 1980, which are the people between the ages of 40 and 55. They are independent buyers; they remain loyal buyers most often if they get authentic products and proper treatment as a consumer.
  • Gen Y – These customers are people born between 1981 and 1996, comprising the people of 24 to 39 years age groups. They are the smartest buyers; convincing and retaining customers from this age group is a pretty challenging job.
  • Gen Z – These customers are people born between 1997 and 2015, which means that they are the youngest group amid the others. Dealing with them is again quite challenging as they are growing up with the privilege of Internet availability.

How to Meet the Expectation of Different Generations through Customer Service

As the customer’s buying tendencies differ from generation to generation, the customer service strategy needs to be adjusted accordingly to win their hearts. Let’s know more about how you can do so:

Baby Boomers

Baby Boomers

This group, with the consumers aged 56 to 74 years, has a vast consumer demographic. They can be defined as late technology adopters, straightforward, optimistic, and less formal than other age groups.

They prefer learning about your product or service from you rather than reading it from a catalog. Also, they usually like detailed and long interactions with the trader in person or through social media. Long comprehensive and polite conversations regarding the product is the key to win them.

On the other hand, you won’t be able to operate well with them if you try to be extra formal. The secret of pursuing them and drawing them to return to you is to try to follow the colloquial way of talking. Try to be personally in contact with them in the first place.


Gen X

Gen X

This generation is again an extensive group of people, and most of them are jobholders or businessmen. They are in a stage of life where they independently take their own decisions and most likely takes decisions for their family as well.

These are the reasons why they value their independence and tend to be self-reliant to know it all. If you as a trader try to win them with a lot of sales-y information. They’ll surely get disturbed and start doubting the quality of your product.

To make them your lifetime consumer, consider providing a detailed catalog, prevail meticulous information on your website. Avail them with profuse time to enquire on their own. When they’ll be convinced with your offering, they’ll definitely become your loyal consumers.

This age group seems to be skeptical at first, yet they don’t have enough time or energy to compare one product’s value with all the available options. So, if you succeed to capture their attention in the first try, you can count them as your lifetime consumers.


Gen Y

Gen Y

This generation group consists of new adults aged 24 to 39 years. They can define as upfront, caviling, and the most formal among the other age groups. Most of them are computer educated and believe in a brand only after evaluating its popularity over the Internet and after assessing the customer reviews.

They expect to get the service quickly and effectively. So, be sure to respond immediately upon their queries. And, keep that in mind to maintain a formal gesture all the way. Besides that, don’t pull out gibberish when you try to answer their queries like you would for Gen X; they despise unnecessary talks. So, try to be as precise as possible when answering them.

To keep them as a lifelong customer, treat them formally and politely, and be sure to deliver good quality products. If they firmly convince with you and your product, they’ll share a great review of it so that you end up getting more customers.


Gen Z

Gen Z

The youngest age group, Gen Z, has had access to the Internet since their birth. Before purchasing anything they will stalk out the internet by all means to explore every aspect of it. Again, it is most likely that all of them are students; hence, they have plenty of time to look for a product and compare it with all the remaining alternatives.

Thus, to pursue them you have to offer the best lucrative option for them. Again, you have to remain very concerned about your gestures and behavior since if one single consumer of this group gets offended by your actions. They won’t think twice about giving a bad review about your business.


Since people of different generations have different morals and values, salespeople have to use different techniques to persuade them in their approach to customer service. We hope that this article has helped you gain a good understanding about the generations along with the means to meet their expectations.

Also, learn about Segmentation Strategies: Who Are Your Customers?

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