This program is ideal for any staff and faculty who work with multigenerational colleagues and/or students.

I. An Overview of Customer Service Expectations Across Generations: Baby Boomers, Generation X, Millennials, and Gen Z
In this opening section, you’ll gain a foundational understanding of how generational preferences vary when it comes to service delivery.

II. Strategies for Delivering Service Excellence for Each Generation
Next, you’ll learn specific strategies you can use to tailor your service approach according to generational needs and preferences. Should you respond in writing or via phone? Should you provide a detailed response or a more efficient one? We’ll discuss these kinds of nuances so you can better serve internal and external customers.

III. The Impact of This Work on Enhancing the Community Experience
To close the program, we’ll identify ways in which recognizing and satisfying generational expectations can enhance the overall service culture at your institution.