"I Want My Rose-Colored Glasses Back: Examining Customer Service and Inclusion Issues Through Generational Lenses"

Date: 16-May-2012
Capacity: Not Set (0% booked)


   May 2012 DLA Workshop

"I Want My Rose-Colored Glasses Back: Examining Customer Service and Inclusion Issues Through Generational Lenses"

Facilitators: April D. Lewis, MS & Carol D. French, MA

Wednesday, May 16, 2012


19001 N. Scottsdale Rd, Scottsdale, AZ 85255

8:00am - 12:00 Noon


This workshop will explore the following:


You already know that there are four generations currently trying to coexist and be productive in today’s workplace environment. And you might have experienced struggling to work side by side with people who either are as young as your children or perhaps as old as your parents. The impact of generational differences on morale, productivity, and customer service is often profound.

Learning Objectives

  • Defining the broad scope of “customer service” in terms of the mission and purpose of each organization
  • An examination of the specific ways in which a generational disconnect or misunderstanding can negatively impact the ability to provide culturally responsive internal and external customer service
  • Management issues, especially with younger managers and older workers
  • Comparing and contrasting generational differences in terms of perspectives, work ethics, and values, especially with regard to creating a welcoming and inclusive work environment
  • Mitigating the impact of generational unconscious bias, including workplace relationships, service delivery, and customer service
  • The development of smart, cost-effective workplace strategies to harness the energies of all of the groups to improve morale, productivity, and internal and external customer service.


Figure 8 Consulting, LLC

April D. Lewis, MS and Carol D. French, MA., are owners of Figure 8 Consulting, LLC. Figure 8 Consulting has offered comprehensive organizational consulting services for ten years, with an emphasis on examining organizational issues through cultural lenses. We believe that cultural humility is the key to cultural proficiency, and that diversity fosters creativity, giving diverse organizations a competitive edge.

 Our vision is a world where all people are valued for who they are and where life’s possibilities are available to everyone. Our mission is to make a difference by helping organizations maximize their people resources in order to create a welcoming and inclusive work environment; provide the best possible customer service; build highly functioning teams; capitalize on the skills of all employees; build better relationships within organizations... and have fun at the same time. (Read More)


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