Being able to effectively interface with customers is essential in many work roles, yet some employers have concerns about Generation Z’s (Gen Z’s) ability to do so. Some describe Gen Z’ers as entitled and lazy, while others suggest they struggle with communication and other soft skills. ResumeTemplates.com, a company that helps customers develop their resumes, […]
Being able to effectively interface with customers is essential in many work roles, yet some employers have concerns about Generation Z’s (Gen Z’s) ability to do so. Some describe Gen Z’ers as entitled and lazy, while others suggest they struggle with communication and other soft skills.
ResumeTemplates.com, a company that helps customers develop their resumes, surveyed 1,000 hiring managers in October to assess how effective Gen Z’ers are in customer-facing positions.
The study highlights included the following findings:
• 9 in 10 hiring managers have concerns about hiring Gen Z’ers for customer-facing roles
• 1 in 8 are unwilling to hire Gen Z individuals for customer-facing positions
• Top concerns include Gen Z’ers use of an unprofessional tone and lack of attention to detail
• 62 percent of hiring managers have received complaints from clients or customers about Gen Z employees
• 4 in 10 say Gen Z employees have hurt customer satisfaction, with nearly a quarter reporting client loss due to their behavior
Regarding the hiring of Gen Z employees for customer service or client-facing roles, 91 percent of hiring managers express concerns.
The top worries among hiring managers for Gen Z employees in customer service or client-facing roles include their use of an unprofessional tone (41 percent), poor attention to detail (40 percent), unwillingness to go above and beyond (39 percent), and lack of enthusiasm (38 percent). Other issues involve difficulties in handling conflict (35 percent), misunderstandings due to a casual communication style (35 percent), tardiness (34 percent), and reluctance to take responsibility for mistakes (34 percent).
