<p class="m-top-30">The workplace is now more diverse than ever. Now that millennials are starting to infiltrate offices and companies worldwide, conflicts due to differing values and beliefs are unavoidable. In the customer service industry wherein the foremost priority is to attend to the customers’ needs, you simply can’t afford to spend precious time dealing with misunderstandings in the workplace. To avoid that, here’s a guide on how you can understand your younger staff better.</p>
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<b>Who are they?</b>
Simply put, everyone born before the 90s but not later than early 60s classify as members of Generation X. They are usually the higher-ups in a company, simply because they’ve been around longer. Oftentimes, individuals who belong to this category are independent, vocal, and not averse to change. This is because their generation was brought up in an environment that had to constantly adapt to technological advancements and social changes.
Millennials, on the other hand, are those born between 1990 to 1999. This generation gets a lot of bad rep because they were raised in an era where instant gratification is king. Millennials are adept with digital technology; hence, they are perceived as impatient, lazy, and entitled. Once they get tired or bored with their current work, they resign and move on to the next one. But despite all that, why should you hire one?
<b>The millennials’ edge</b>
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Millennials love to learn. This is not surprising, because they basically grew up with information available at the tips of their fingers. Although they don’t share the same values as their older and more experienced colleagues, they share the same level of expectations when it comes to skills and knowledge building.
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Even if the job only runs from 9-5, you can expect the millennial employee to mull over the day’s tasks even during bedtime. They crave self-growth, even if it means blurring the lines between work and personal life and will not stop at pursuing it even if it means leaving their comfort zones. In a customer service set-up, they’d make great agents because they don’t give up on a problem. Their innate resourcefulness and inclination to technology allow them to find solutions fast.
<b>Dealing with millennials</b>
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So how do you engage with the millennials in your office now that you know the one-size-fits-all approach doesn’t work? Simple: stay true to your company’s vision and keep them occupied. Millennials are aware of what’s happening to the world, thanks to the plethora of communication channels where they have access to news and media. Whereas the older staff would scoff and grunt whenever you mention training sessions and workshops, the millennials would gladly attend each one. Give them a variety of assignments that they can work on either individually or as a team. Don’t be afraid to give them difficult tasks because they’ll see those as opportunities to broaden their knowledge. Also, encourage them to share their ideas no matter how crazy or extravagant they are.
The thing with millennials is they’re misunderstood. Blame generation gap for that, but they’re actually not as bad as they seem. Spend time with your younger employees to better understand them and you just might find out how you can mold them into becoming the most dependable customer service agents of your company.