We’ve talked before about how a contact center might need to adapt their training procedures differently for members of Generation X and Millennials (or Generation Y). Now, we’re going to look at the flip side of that equation - customer service expectations - using a different population group, Generation Z.

Generation Z, or those born between 1994 and 2005, are a new breed of customer, and they’ll necessarily require a new level of customer service. No amount of training will be adequate for your employees if it doesn’t take customer expectations into account.

Judging by the research that’s already being done by companies like IBM, Generation Z is going to be one of the most informed groups of consumers we’ve yet seen. Their expectations of your contact center are therefore going to be higher.

Here are some characteristics that might define a Generation Z customer.

Desire for a quick resolution

Every customer wants their question or issue resolved as quickly as possible, but Generation Z is so accustomed to fast-moving technology that their expectations are heightened. They expect the right solution, and they expect it quickly.

It's also worth noting that the typical customer-service pleasantries like a polite greeting might not matter as much to a Gen Z customer as getting to the point of their call.

Loyalty must be earned

The average Gen Z consumer has been bombarded by constant advertising for virtually their entire life. Often, whatever offers or assurances they’ve received from the advertisers aren’t totally reliable.

It’s important that their contact center experience with you inspires loyalty to the product they’re calling about. Your handling of the issue, and your ability to resolve it, will make a big impact on your youngest customers.

Efficiency over pleasantries

There’s often unnecessary conversation in the typical customer service call. This is typically to root out any potential hidden issues the customer might have, or to make sure the customer feels empathized with and respected by the contact center employee.

Those words may not be as needed with a member of Gen Z. In an age of increasingly short attention spans and increasingly high demand on their time, this demographic is happier with results than repartee.

We’re not saying that politeness and a thorough understanding of the situation aren’t both key, but reducing the amount of time spent on the phone is extremely important to this group.

Extreme tech-savviness

It’s important to remember that with Gen Z, you’re dealing with a generation that’s seen revolutionary waves of technology come and go in the blink of an eye. They’re probably going to have a more comprehensive knowledge of whatever technology or service they’re contacting you about.

This is vital to keep in mind because there will probably be steps they’ve already taken to resolve the issue themselves, and reaching out to the contact center might be a last resort. Their patience might therefore be a little thinner, and their issues more complex.

Price is less of an issue

A recent extensive study of Gen Z consumer habits vs. Millennials revealed one major difference between the two groups: While Millennials typically preferred the least expensive solution to a typical issue, Gen Z wanted whatever worked the best for them, regardless of price.

This is a dramatic difference, and one that might allow us a window into their way of thinking when they call a contact center.

Instead of always focusing on the financial aspects of resolving their issue, it’s important to remember that you might be speaking with a customer who isn’t especially concerned about that.

This is probably the most positive aspect of the somewhat limited research available on Gen Z customers: You can offer a more thorough, complete solution to their issue because that’s what they want.

Want to learn more about handling difficult or complex customer service situations? Read our post “3 Ways You Can Empower Your Agents to Handle the Most Difficult Customers.”