M4.03 - “Hold my hand”: Assisting the Millennial Generation
Carla Tiu (21.Feb.2011 at 14:15)
Talk at SACRAO 2011 (English - US)
SESSION ROOM: ATLANTA 4
Students don’t actually ask this of service representatives, but it is often evident that someone has been doing this for a very long time. In fact, it can be even more evident when you are not interacting with the students to provide them assistance, but more and more, a parent, grandparent, or other guardian. This session delves into understanding the generation we provide customer service to, how we must adapt to this intelligent, “over-supervised” group, as well as the culture where “helicopter” parents have accompanied their children into higher education. Narratives of real-life experiences will illustrate how service representatives successfully convey necessary information, and more specifically, how we confront challenges we face in assisting both parents and students thoroughly and appropriately versus simply becoming another caregiver.
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