Providing Older Adults with Customized Customer Service

Understanding your customer is an essential component of providing good customer service. This can be simple with some customers but much more difficult with others, particularly the elderly. With the current trend toward online shopping, the number of customers who prefer to conduct business in person has decreased significantly. People over the age of 55 have the highest proportion of customers who prefer or even require face-to-face interaction. So, how can you tailor your customer service approach to better serve these senior citizens?

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Use these suggestions to enhance your interactions with people in their 50s, 60s, and beyond.

Consider extra time and attention.

People are affected differently by the aging process. However, by their 60s, most adults begin to show signs of forgetfulness, hearing loss, vision impairment, dexterity and coordination issues, and the inability to quickly grasp new concepts. When assisting an elderly customer, plan on spending a little more time and care to effectively deal with their unique challenges.

Determine the dynamics. Your priority is always the customer. Assess your customer's ability to understand the conversation and make reasonable decisions as a first step. Adjust your approach to be the best advocate for your customer. Consider the motive for the second person's involvement and the interaction between your customer and the second person when your customer is accompanied by another person. The second person may take over and become the primary decision-maker. When this occurs, continue to check in with your customer to ensure their understanding and approval of any decisions made. If you suspect misrepresentation or abuse on the part of the second person, notify your supervisor as soon as possible.

Direct the discussion. Most customers over the age of 55 prefer to call or speak with a live person. Be friendly and encouraging whenever you speak with them. To understand their intent, pay close attention to what they say. Respond to what might be a viable course of action given their mental state and individual needs.

Be courteous and approachable. Many older adults are retired and have plenty of free time. As your more tenacious customers, they may attempt to engage in small talk to relieve their loneliness or depression. Take the time to greet your elderly customers with open arms. Even if they communicate slowly or do not understand what you are saying, do not patronize or belittle them simply because you believe they are stupid or insane. Address them with the deference that individuals with years of experience and wisdom deserve. Show them you care by going out of your way to be friendly and welcoming.

Use patience and diplomacy. Your older customers may need more time on task to comprehend and make decisions. Spend some time listening and observing. The more you know about them, the easier it will be to anticipate their requirements. Furthermore, older adults are more likely to become confused and emotional when it comes to their needs. Maintain your composure and command of the situation. Make them feel important and be willing to apologize for a problem that appears to be bothering them. You risk alienating them or losing their business whenever you speak down to them, act disrespectfully, or fail to address their concerns.

Present realistic solutions. Customize your service approach to meet the needs of each individual customer. Find a way to address the needs of older adults who lack the mental or physical abilities to use technology while keeping these limitations in mind. Learn how to modify your communication style. You may need to slow down, speak louder, or repeat yourself more frequently. Many older adults will understand better if you keep your messages brief and to the point, without including unnecessary details. When your elderly relative is experiencing hearing or memory loss, write things down. You can significantly increase your chances of a mutually beneficial outcome with a few well-calculated adjustments.

Take care when dealing with obstacles. Despite your best efforts, you may find yourself unable to meet your customers' demands. In such cases, make an effort to leave them with a sense of dignity and the impression that you cared. As a sign of good faith, collaborate with them on an alternative solution. If your interaction becomes heated, do not allow it to escalate. Limit the conversation and get them out of the area as soon as possible.

Finish the meeting on a high note. There is no substitute for excellent customer service when it comes to closing a sale or keeping customers coming back for more. Overall, being friendly, patient, approachable, caring, and respectful are essential skills for interacting with people in need of services. When you can focus on a positive attitude and a customized approach, you will leave your customers satisfied, regardless of their age.

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