Navigating the Challenges of Customer Service in the Gen Z Generation

As businesses continue to evolve, the importance of continuous improvement in the workplace—often emphasized by the phrase "find a better job"—cannot be overstated. In the context of the youth generation, particularly Gen Z, this concept takes on a new dimension. Gen Z, with its unique strengths and challenges, faces a unique set of expectations and expectations from the employer market. This article explores the challenges encountered by Gen Z in the customer service sector and provides actionable insights for self-improvement and professional development.

The Professional Development Imperative

Seeking a "better job" often translates to "professional development," a journey that involves enhancing one's skills to meet the demands of the job market. For those in unskilled labor positions, such as customer service, there are foundational skills that can significantly bolster one's employability. These basic competencies include:

Proficiency in Communication: Develop the ability to hold a proper conversation over the phone, which includes active listening and clear articulation. Technology Skills: Improve proficiency with spreadsheets and typing speed, which are essential for efficient operations in modern offices. Certifications: Acquire basic certifications such as CPR, which can be advantageous in various roles. Grammar and Language Skills: Enhance both written and spoken grammar to improve the clarity and effectiveness of communication.

The Gen Z Customer Service Encounter

The author's experience with Gen Z during customer service interactions serves as a stark example of the gap between theoretical knowledge and practical application. In the customer service sector, basic expectations such as using polite and effective language are often not met. Here’s an anonymized example of the interaction:

Me: Hello, I wanted to check in with the company about some confusion regarding the doctor I am being assigned to.

Gen Z: You're not authorized for a doctor.

Me: Uh, that’s why I’m calling. I was authorized to see Dr. Xxx who has agreed to take me, and I wanted to make sure we are on the same page.

Gen Z: The doctor has to agree to take you first.

Me: Yes, I just told you that he has accepted me as a patient and has been authorized.

Gen Z: I never said you’re not authorized for a doctor.

Me: Um, you literally just said that.

Gen Z: No, I didn’t say that. You’re not listening.

Me: Anyway, he has agreed to take my insurance.

Gen Z: If he doesn’t accept the insurance, you can’t be authorized. That’s what I was telling you.

Me: Look, I need you to just listen so that you can hear what I’m telling you.

Gen Z: Ma’am, you’re being very disrespectful and need to hear me out because if he doesn’t accept the insurance, you won’t be covered for the visit.

Me: If you would listen to what I’m telling you...

Gen Z: Clearly, you’re not understanding how this works. I work here so I know what needs to be done, and I’m telling you...

Me: Will you please just listen and let me talk.

Gen Z: Starts yelling, "Yelling is unprofessional! You need to listen to what I’m telling you or I’m going to disconnect this call!"

Me: You’re the one that’s yelling.

Gen Z: I’m disconnecting the call. Have a good day.

These interactions highlight the need for Gen Z to develop a deeper understanding of professional communication and etiquette. The frustration and lack of clear dialogue indicate a significant gap in essential customer service skills.

Taking Initiative for Improvement

The challenges faced by Gen Z in the customer service sector are not insurmountable. By proactively improving these foundational skills, individuals can enhance their employability and professional growth:

Listening Skills: Practice active listening and ensure you understand the other party’s perspective before responding. Patience and Calmness: Develop the ability to stay calm and composed during difficult conversations. Empathy: Show empathy and understanding towards the client’s concerns, which can help diffuse tense situations. Professionalism: Maintain a professional demeanor by using respectful and courteous language.

Conclusion

The journey to finding a better job is not about merely changing roles or companies; it is about personal and professional development. For Gen Z, this means equipping oneself with the basic skills and competencies necessary to excel in one’s chosen field. By improving communication, patience, and professionalism, Gen Z can navigate the challenges of the customer service industry more effectively and become more desirable candidates in the job market.