Baby Boomers: Why Is It Important To Stay Professional?

 Stay as professional as possible. While the customer may seem in control of the situation, diffuse it by not responding the same way.
 Use direct eye contact, be sure to smile, and let them know you will be with them as soon as you are done with the customer you are currently assisting.
 Don’t respond to them in a derogatory way. Other customers who may witness this situation may see your response as inappropriate and decide to go somewhere else.

There are people who want to make you a friend and become talkative customers. They may seem to have forgotten why they have called or come in. While these people may be very likable, it’s important to help them stay focused on their reason for working with you. Here are some examples of ways …show more content…
Don’t be fooled that this group is less valuable than younger groups. Many are in good health, still work, and are more active than ever before. Show them respect and don’t be condescending. They have the wisdom and experience of age.
 Be Respectful. Even if they are a bit arrogant, disoriented or disrespectful. Stay professional.
 Be Patient and Answer Questions. Older customers may not be as quick to make decisions. Depending on age and possible disabilities, they may need a bit more information to make decisions.
 Do Not Sound Patronizing. Do not talk down to these customers. They may become irritated and perceive this as a lack of respect. They probably won’t come back.
 Guard Against Biases. Older people enjoy working with others who speak clearly, a little slower, and without slang or jargon. They have more disposable income than ever before. If they enjoy your approach, they could become your best customers.
Hard-of-Hearing Customers
This is a difficult group because good communication is the cornerstone of customer service. Hearing loss can happen to anyone of any age. It’s not a disability that you can see before interacting with the customer, and it will probably be a surprise.
 Face Your Customer. Use good eye contact when talking to …show more content…
Customers may not know there is an expiration date printed on them. With on-line ordering becoming more popular, there is always an opportunity for the customer to place their order incorrectly. Below describes ways to recover from these breakdowns.
 Breakdown. Customer received flyer in the mail offering a 15% discount in large bold letters. In smaller letters close to the advertised discount, there was a statement that the discount was only for the first two products bought. Customer assumed the 15% discount was for their entire purchase and brought four items to the cashier.
 Recover. Apologize for the misunderstanding and show the customer where the small print explains the discount. If they insist, ask your manager if you can offer a specific free item of lesser value.

 Breakdown. Your customer receives a specific store-issued coupon in the mail. It is a great discount, but they aren’t ready to buy yet. Later on, they bring the coupon into the store not realizing it has expired.
 Recover. Smile and mention that the coupon has expired. Call the manager, and request authorization to accept the coupon