Millenials: entering the Daikin team and how they help delivery great customer service

Posted On July 24, 2017

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During the last 10 years, I have read many articles and publications about The Millennial Generation who is joining the market place and starting to become a major workforce in the industry. Lots of these articles sometimes give this group a negative connotation and try to make comparisons with previous generations like the Baby Boomers, and Generation X’s. Obviously, most of these publications are written by those who are watching their time pass by, and as always, they feel they have belonged to the right generation which is better than the one to come.

Millennials live in times where paradigms are broken every day. Everyday there is a new “app” or service that will change the way we do commerce and serve our customers.

Recently our Daikin South Florida office has begun to invest in millennials and the results are fascinating! Contrary to what many of these articles post, I believe this group has great potential and can become a powerful force of change which will improve the way we treat our customers and deliver the best experience possible. These are some examples:

Technology and Innovation Millennials have been surrounded by technology since they were born. Most of them touched an IPad or smartphone before they played with classic toys; they have developed a set of skills to find the information they want in the most immediate way possible. They use search engines like we used a handbook or a manual of operations in the past. So when they need to provide information to customers, they answer faster than anyone, which can be key when responding to a customer request for service or information.

Impatience and instant gratification Millennials have been profiled as spoiled kids that have been given everything they want with very little effort and have developed high levels of impatience when they cannot get what they want. This characteristic can be turned into a great skill if it is channeled correctly and used to provide clients with the best customer experience. This constant need to get fast answers to their equests has developed skills in millennials that could be applied to help others when used for serving with the sense of urgency that every customer expects when in need for help.

Thinking Outside of the Box Millennials live in times where paradigms are broken every day. Methods of doing business are no longer conventional. Everyday there is a new “app” or service that will change the way we do commerce and serve our customers. Just look at UBER, Airbnb, Online Banking services, etc. These breakthrough ideas changed businesses that were well established for decades and for millennials that’s just the norm. So we can rest assured that they will be better prepared to innovate, to think outside of the box and look for a solution when a customer presents a problem; we might need to get out of the “conventional” way to better serve the customer.

D.I.Y. Attitude Millennials are packed with a lot of Tech savvy options. They are always more comfortable finding ways to resolve their answers to their own customer service needs, by accessing You Tube, looking at Q&A Forums, etc. This develops behaviors of not waiting for an answer and promotes the self-sufficient attitude needed when it comes to serving a customer.