Gen Y and Customer Service:

Gen Y, the Millennials, Young Un's whatever you want to call them are your youngest employees. The oldest ones turned 30 in 2010 (I wish I turned 30 in 2010!). And some of them just might need a little help in the people skills department. Now, let's not stereotype an entire generation, but let's not ignore what obsessive use of technology can do. If you grow up communicating primarily via text and e-mail, how can you master crazy skills like making eye contact? After all, you haven't looked anybody in the eye since that mean man at the hospital spanked you into existence. It doesn't even occur to you that texting at work is inappropriate you've been doing it at the dinner table for years.

Most of the workforce consists of Baby Boomers and Gen Xers, and depending on what business you're in, probably most of your customers as well. These people expect their co-workers and the people who serve them to have some people skills. If you are a manager, it is up to you to make sure your youngest employees have these skills.

Understanding suspense by looking at films

I think one of the best ways to understand suspense and expectation is with films. When the trailer for a film comes out, we have a peak of suspense because suddenly we are anticipating the experience of the film. This suspense spike lasts for a short while, and then goes dormant – until the film starts playing TV spots and other advertisements. We go to the see the film – and our suspense is the highest right before the film starts. From then on, we are now in the experience that we were anticipating, and based on our expectations, we will leave surprised, satisfied, orsacrificed.

This above diagram somewhat sums up what we experience for most films. But there are times when quite drastically, the trailer created more expectation than the film delivered, and we have sacrifice – the classic line being “all the best bits were in the trailer!”

This lesson of “the best bits were in the trailer” is first lesson in expectation management: what is your end?

In order to know what you have to give, you must take stock of what you’ve got. What is the sum total that your customer leaves with? Equally, you need to know what you will receive. You’ll see why in a moment.

Consider the following three scenarios:

The Basics Of Expectation Management

The blog below is from Scott Gould

Yesterday we went through The Pyramid Of Expectation, and understanding how providing compelling experiences (or failing and providing awful ones) is based on your ability to meet expectations. In actual fact, we discussed that it’s no longer enough to meet customer’s expectations (this is merely customer satisfaction), you have to move into the arena of exceedingexpectations (which is customer surprise.)

Today I’m going to layout how to go beyond even exceeding expectations and begin to get into the realm of managing expectations. This is ultimately your ability to control what people expect from you – and controlling those expectations means you are able to exceed them every time.