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Networking Article from Networking Today Canada, Nat'l

Senior Citizen Customer Service Etiquette

Author: Nancy Friedman

Date: Oct 2011

My main thought is why would there even need to be a difference in treatment between age groups? Why do we need to write about the difference in treating seniors? Is there really a difference? Well, yes and no. Most of us believe customer service is customer service. However, I've witnessed some strange behavior in how seniors are treated lately, so I wanted to bring it to your attention. And whether it's senior customer service or not, these helpful tips apply to all. Following are some guidelines to help ease the pain for both the senior and you.

While the following tips are in no order of importance, they all, however, are important. And even if you are thinking to yourself, "This isn't our office, thank goodness," you might think again if you survey your customers. I hear complaints about it all the time. So, my friends, if you serve the senior group, try some of these tips.

Patience - This is the number one frustration of the senior set. They tend to feel as though others younger than them have little patience and sometimes no patience at all with them. Oh, it may not be that obvious to you, but a short answer to them shows lack of patience. A snippy answer without using their name shows lack of patience, and disrespect. Or an answer they didn't hear that you may need to repeat. And that repeated question has a tone of impatience and often a tone or sigh that says, "Gee whiz, why do I need to repeat everything for you all the time?" Have a little more patience with the seniors. Remember, they have family and that family may need your help one day. You don't want them not recommending you! And most of all, in whatever number of years, that will be you in all probability!
Be Sure They Understand - While you don't need to be a senior to be hard of hearing, undoubtedly many seniors are hard of hearing. And in many cases, especially if they don't have a hearing aid, they are embarrassed to let you know they didn't hear or understand you. Take the time to be sure they thoroughly understand what you're explaining to them. Be sure you are 150 percent the customer (senior or not) has absorbed everything you have said. And remember, just because they said yes they understand your question, that doesn't mean they did. You might ask them, nicely, to repeat what the instructions are or when the next appointment is or whatever the item is. Having a customer repeat back what they thought they heard is a great way to be sure they understand. And please be sure you ask in a very soft, pleasant tone of voice so it's not as though you're in a courtroom grilling them.
Memory Problems - We KNOW this is not confined to the senior set. (Frankly, none of these tips are confined to just the senior set.) All of us have, at one time or another, forgotten instructions, names, or other items. So while writing it down will help, making double, even triple sure they really understand what needs to be done is so important.
Company Jargon - Every industry, company, or organization has jargon they use internally. And that's fine. Using company jargon to each other will speed things along. However, using company jargon on a senior, or really anyone, can and will slow things down and confuse the issue. So if you're telling a senior to do something and use confusing jargon, best you break it down and take the time to use normal language we'll all understand.
Speed is Not Success - Okay, let's face it, we're all busy, busy, busy. But being busy does not give us carte blanche to be rude. Slow down. Maybe not as slow as the senior you're working with at the time, but slow down. Remember, rushing threatens people. Acknowledge what they're saying. Look them in the eye. The faster you go, the more confusing it will get for them. Far better you do it right the first time than to have to repeat yourself. (Which, by the way, you may need to do anyway). Either way, remember, speed is not success. It's not a race to get rid of them. It's a chance to be nicer to someone.
Smile - This is something the senior set relishes. They may not have had a smile given to them for days or months. They may not have laughed in quite a while. They may be alone. They may be lonely. You may be the only contact they have to the outside. You may make such a difference to them. So when you talk with them, keep a big, big smile on your face and in your voice. They'll feel it. And appreciate it.

So, what is old? What makes a senior? A 30 year old thinks a 55 year old is old. A 55 year old thinks 70 is old. And 70 year olds think, well, you get the idea. At what age is old? At what age do we start losing patience with people? At what age do we start helping people understand? At what age do we start forgetting things and have a bad memory? At what age should we stop using company slang or jargon? And at what age should we realize that when we rush someone it threatens them?

Good Lord willing, you too will be a senior one day; whatever age that may be. And you too will want to be treated with patience, understanding and, most of all, respect.

Nancy Friedman, customer service and sales expert, is available to speak at your association conference or corporate event. Click here for a complimentary DVD demo of Nancy in action. You can also contact Nancy directly via email nancy@telephonedoctor.com to discuss your specific needs.

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