“Training Millennials” – Off to a bad start with the first hello!

Posted by Ann Fishman on Oct 7, 2013 in Generation Y, Millennials | 0 comments

Casual Friday has evolved and not well. Now, when you speak to a Millennial customer representative or place an order over the telephone, you are greeted by your first name.

“What can I do for you, Ann?”

I was told by one rep that it was to make the experience more friendly, more personal.

Yet, the two companies that train their employees best, Singapore Airlines and QVC, a home shopping TV channel, always greet you as Miss or Mister.

I hear complaints from both the young and the old about being called by first names, from the start, in a business transaction.

Heads up, Chase Bank in-house employees and Restoration Hardware telephone customer service employees.