Why do millennials lack customer service skills

Target group: millennials

The young target group is constantly being discussed: How do I reach Millennials, Gen Z and Gen Y? How do I use new contact options in order to be available around the clock for a dynamic target group?

In addition to the very young target group, there is another central group that is becoming increasingly important for contact centers and their customers: the so-called best agers, silver society or whatever you want to call them.


Because people are getting older and want to participate in life much more actively in old age than was the case a generation ago. In the 55+ age group, more and more people see themselves as "in their prime" - and want to enjoy their life to the fullest.

Good to know: This target group is more flexible in terms of time than everyone else and also has more purchasing power and is more willing to spend. The focus is on the desire to travel and learn.

Accordingly, the tourism industry in particular benefits from the Silver Society. Of all travelers from Germany, 33 percent are over 60 years old today - and the trend is rising. Best agers often want to go to unusual places where they can still be mobile with initial physical limitations. Good medical care, special insurance options and a high quality of service are also important.

As a target group, the Silver Society is not only attractive, but also demanding when it comes to products and services. She wants to be treated differently than younger target groups want. In all of the industries mentioned above, the quality of service is therefore decisive in influencing purchasing decisions.

But how do contact centers best deal with the needs of the silver society?

Our target group has grown at a time when issues were mainly clarified in writing. So make sure that you offer easily accessible written step-by-step instructions on the most common questions or problems - checklists, too.

A personal basis for the caller is essential when telephoning. Personal, confidential contact is key. Take your customers by the hand, be empathetic and describe the individual steps very precisely. If the customer gets stuck himself, consider the third-party control of any end devices in order to solve problems. Make it transparent which steps you are taking and why - give help for self-help.

Contact Center has had an increased number of calls in relation to canceled trips, flights, etc. especially since March 2020. It is especially important in such situations to react empathically.

That is why we at AMEVIDA rely on the explicit training and coaching of our employees with regard to their communication skills, especially with regard to the behavior towards and in dealing with the most diverse "customer types", age and social groups. The promotion of an empathic service culture is part of this Of course, we also pay great attention to promoting the social skills of our call center agents when expanding our tourism sector.