215: Understanding the Gen Z Gaze

Customer Service Revolution

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1M ago 34:42

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Summary

In this episode, Denise Thompson and John R. DiJulius III discuss the phenomenon of the 'Gen Z gaze' and its implications for customer service. They explore generational differences in social skills, the impact of technology on communication, and the role of AI in hiring processes. The conversation highlights the importance of essential interpersonal skills in customer service and the growing loneliness epidemic across generations. They also touch on cultural influences on social behavior and the necessity of training in customer-facing roles.

Takeaways

The Gen Z gaze reflects a struggle with social interactions.
Every generation shows a decline in customer service skills.
Technology has led to fewer face-to-face conversations.
AI in hiring may overlook essential human qualities.
Curiosity and listening skills are teachable.
Loneliness is a growing epidemic across all age groups.
Hiring for personality is crucial for customer service roles.
Training is essential for developing interpersonal skills.
Cultural factors influence social behavior and interactions.
The importance of personal connections in a digital age.

Chapters

00:00Introduction to the Customer Service Revolution 02:39The Gen Z Stare and Its Implications 05:14Generational Differences in Customer Service 07:41The Role of AI in Hiring and Training 10:17Teaching People Skills to Younger Generations 12:38Navigating Personal Interactions in a Digital Age 15:23The Loneliness Epidemic and Its Impact on Society 20:09Generational Perspectives on Technology and Communication 23:56Skills That Matter: Interviewing for the Right Traits 24:42The Importance of Service Aptitude in Customer Service 29:11Hiring vs. Training: What Matters More? 34:03Cultural Influences on Customer Interaction Related blogs

The Most Effective Way to Train Gen Z on Customer Service : https://thedijuliusgroup.com/051425-training-genz/

The Great Gen Z Gaze: https://thedijuliusgroup.com/071625-great-gen-z-gaze/

Can Introverts Provide Excellent Service?: https://thedijuliusgroup.com/040225-can-introverts-provide-customer-service/

The Relationship Disadvantaged Epidemic: https://thedijuliusgroup.com/031925-relationship-disadvantaged-genz/

Links

Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/

Interview Questions: https://thedijuliusgroup.com/resources/

The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/

Experience Revolution Membership: https://thedijuliusgroup.com/membership/

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Books

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