Providing Excellent Customer Service to Different Generations

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

A customer service representative’s lack of cross-generational sensitivity training can limit their ability to provide an excellent customer experience to individuals from a different generation.

Each generation grew up in strikingly different times. As a result, each generation has developed its own unique generational culture. Their generational culture has been a very powerful force in shaping such areas as their values, beliefs and behaviour. 

For example, the courtesy and respect a Baby Boomer receives from a Generation Y Customer Service representative can be seen as inappropriate. 

Bill’s commitment is to provide the highest possible value to clients of  inter-generational understanding, insights, and information.  The complimentary post-presentation support we provide for customized seminars/keynotes significantly adds value for our clients.

 Generational sensitivity training could also be valuable to your organization in the recruiting and managing of customer services representatives.  

We provide our clients complimentary post-presentation support to make sure they achieve the highest possible ROI from their cross generational training investment – Generational Coaching (3 months). After that, 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