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this post was submitted on 20 Oct 2024
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Unfortunately many customers in my industry are of the older age set and they aren't glued to their devices or computers so the only way to get them quickly is by phone. That still works for immediately resolution of issues. I prefer email for the CYA aspect but some issues can't wait days or weeks of back and forth. A phone call with that older generation is fast acting.
Again, the issue that they take "days or weeks" for email exchanges...
Modern workers are stuck to laptops, they see an email notification when it comes in.
But phone calls aren't what the article says GenZ isn't good at or even don't like
Comments make more sense if you read the article first mate
I'm speaking to #2 in the article and how some of differences in communication styles in my workplace that caused fiction between millennials and older Gen's especially those in industry not sittings at laptops or into IM or facetime.
They are usually doing sales on the road or building things in their shops. The customer service team gets frustrated they can't get instant answers by email but they won't try other methods of reaching the customer. Phone is what I choose as it is the one thing we all have versus are they using and actually checking, texts, whatsapp, Telegram, signal, FB Messenger, Kik, snap, facetime, zoom, teams, google meet, twitter, Etc.
As old as phone is, it's something that will cut through those other questions. So it's not always generational it can be situational too.
This part?
That explicitly states over and over the issue is "face to face" and not phone calls?
If you're still confused you might want to ask someone else, maybe I'm not explaining this well but I have zero idea how to make it any simpler.
Simpler is not the solution. I can't help your confusion or with being hung up on phones versus face to face versus many other types of communication. Sharing my experiences over differences I've witnessed and navigated is just that, sharing.