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AWWA ACE71029
- Training Managers to Serve 21st Century Customers
- Conference Proceeding by American Water Works Association, 11/01/2009
- Publisher: AWWA
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This powerpoint presentation begins by providing a brief overview of the training customer service managers and 21st century customers. The generational differences challenge is presented, along with customer categories according to generations: Traditionalists - Prior to 1946;Baby-boomers - 1946-1964;Gen Xers - 1965-1980;Gen Yers or Millennials - 1981-2000, includes new Silent Generation - age 13-17. Preferred mode of service support by generation is presented, along with 21st century expectations, growing diversity, offering customers choices, and training for managers.
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