Providing Excellent Customer Service to Different Generations

Most leading organizations realize that providing excellent customer service is a critical pillar of their success. 

It is noteworthy that a customer service representative’s lack of cross-generational sensitivity training can limit their ability to provide an excellent “customer experience” to an individual from a different generation.

A customer who believes that they have received inadequate customer care can go the company’s website and write a complaint or, indeed, use social media to go viral about their experience.

An individual’s generational culture is a powerful force shaping who an individual becomes as an adult.

Each generation grew up in strikingly different times. As a result, each generation developed a very different culture encompassing such areas as their expectations, values, beliefs, behaviors, evaluations, and interpretations of an experience. 

For example, the “customer experience” a Baby Boomer receives from a Generation Y Customer Service representative can be seen as inappropriate. 

My commitment is to provide the highest level of intergenerational understanding, insights, and information to clients.  The training value provide is significantly enhanced by providing complimentary post-presentation support.

Complimentary Post-Presentation Support 

We provide our clients complimentary Implementation Coaching for three months after the training to ensure clients achieve the highest possible ROI from the cross generational training provided. After that, generational coaching is provided at a reasonable rate.

For a complimentary discussion on how I might assist you, please go to the Contact Bill tab of this website; or send me an e-mail at; or call me at 905-599-6365 (if unavailable, please leave a voice mail message).

Thank you,


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The Oakville, Milton and District Real Estate Board highly recommends Bill Dennis’ seminar “Negotiating & Selling to Different Cultures & Generations” because of the very enthusiastic and positive feedback from our members.
Cyndi Amodeo, Manager of Professional Development and EventsThe Oakville, Miton and District Real Estate Board