Providing Excellent Customer Service to Different Generations

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

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

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. For example, Generation Y customer service representatives can be seen by Traditionalists as lacking empathy or sympathy to their elderly needs. 

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

My commitment is to provide the highest level of inter-generational understanding, insights, and information to clients.  

Complimentary Post-Training 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