When an answering service picks up the phone to talk to a customer, a certain type of connection is formed, whether it's intended or not. What kind of relationship that is can determine the way that comments are received and solutions reached, and it can be a more psychological process than one might imagine.
A Forbes piece on the generational differences between callers and those on the other end highlights an interesting statistic. As author Micah Solomon writes: "some 85 percent of Millennials consider a parent (rather than a peer) to be a best friend." Though Solomon's general thesis regards the way younger consumers are influencing other demographics, this specific element of that demographic—the way they generally think of older figures in their lives—can be of use when structuring effective means of actually addressing problems.
Although it's been written by Solomon elsewhere in Retail Customer Experience that Millennials value informal interactions, the larger idea of trusting and turning to a parent might play into the image that a company projects through its customer service center.
Without making individuals of this age range feel like they are being talked down to, service staff might also direct them to sources of information to help with certain instructions for remedying the complaint that may become necessary. This could be a way to reach customers at their most receptive.
While stereotyping is bad, good phone answering services are always seeking out ways to improve themselves and make things better. Thinking about the associations a customer might make after they hear a voice can help position staff members strategically for the best and most useful response.