"...The Gen Y group has been able to get whatever they want, whenever they want at lightning speed and they don't really see a need to be loyal to anyone. They have been used to employees at Old Navy with headsets and roller skates to bring them whatever they wanted while they were in the dressing room. They don't think twice about Googling a business and purchasing on the internet. To them, speed is a way of life..."
One of the things that customer service trainers should emphasize during training is the importance of human interaction. Although I love that life is easier with computers and all the gadgets, I think Generation Y has become too dependent on
the technology.
Book of interest: Mind Your X's and Y's: Satisfying the 10 Cravings of a New Generation of Consumers
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