ResumeTemplates.com has released findings from a recent survey of 1,000 U.S. hiring managers, revealing widespread concerns about Generation Z employees’ readiness for customer-facing roles. The survey, conducted in October 2024, highlighted challenges related to communication, professionalism, and attention to detail, which have affected the hiring decisions and customer satisfaction for many businesses.
- Hiring Managers’ Concerns:
- 91% of hiring managers express concerns about hiring Gen Z employees for customer-facing roles.
- The top issues identified include unprofessional tone, lack of attention to detail, and minimal effort beyond basic expectations.
- Over half of hiring managers reported receiving customer complaints related to Gen Z employees’ behavior.
- Negative Impact on Customer Satisfaction:
- More than 40% of hiring managers say Gen Z employees have negatively impacted customer satisfaction.
- 24% of hiring managers have lost clients due to Gen Z employees’ unprofessional behavior.
- Nearly half (48%) have had to reassign or remove Gen Z employees from client-facing roles after customer complaints.
- Opportunities for Professional Growth:
- Despite concerns, 75% of hiring managers believe Gen Z employees require extra customer service training compared to older generations.
- Julia Toothacre, Chief Career Strategist at ResumeTemplates.com, emphasizes the importance of training and feedback to help bridge the gap and improve Gen Z’s professional skills in customer-facing roles.
- Hiring Trends for Gen Z:
- Despite reservations, some hiring managers remain open to hiring Gen Z employees, believing they can grow into the role with the right support and training.
- The survey highlights the potential for companies to foster growth for Gen Z employees, particularly in roles that demand strong communication and attention to detail.
The survey reveals that while many hiring managers are concerned about Gen Z’s readiness for customer-facing roles, there is a significant opportunity for companies to invest in training and professional development. With the right support, Gen Z employees can overcome challenges and contribute to improving customer satisfaction and overall business success.
