Generation gap threatens customer service meltdown: Now serving: Gen Y taking on the Baby Boomer. We have all seen it. Gen Y on the cell phone when the Customer enters the door. Or worse, they take the call in the middle of your exchange. If that isn't bad enough they finish the call before they resume service with you.
Is the problem that Gen Y is managed/Lead by Gen Y and therefore that is acceptable behavior or is it that the are managed/lead by Gen X or Baby Boomer's who have thrown up there hands and said, "whatever, I can't win!"
It happened to me the other day but the outcome was awesome for me. I walked into a Cell Phone Store to have my PDA looked at. The agent was watching a movie on his cell phone, ear phones and all. I told what my issue was and he wrote a ticket on it not even taking his eyes off the movie. Only after that did he take the headphones off to take the PDA back to the service window. After about 30 min. he returned to say they did a soft re-boot and the problem "should be solved."
I reproduced the problem in the push of a button and said, ah no it's not solved. He took the PDA back and returned with a reconditioned replacement.
I was elated but thought, in a haste to get back to his movie he gave me a replacement phone. I win and the store lost. I had what looked like a brand new phone in both aesthetics and function and they had my old beat up non-functioning PDA. All because he didn't want to take the time to truly diagnose the issue and fix it.
The bigger point is that it was apparent to me that all he cared about was the processing me so that he could get back to his movie.