By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training


Millennials? What’s new about it?

The biggest secret of all? Nothing. Nada. Zip.

In my travels, working with this fun, bright, exciting group, I’ve found they’ve simply never been shown certain things.

Of all the things they’re called, one is missed. And that is: EAGER. Yes, I found them eager. Eager to be good. To learn. They asked more questions than other groups I’ve spoken to in a while. I didn’t have any ‘know it all’s’ in the audience.

Some folks say the millennials feel they are:

  • Entitled
  • Lazy
  • Unfocused
  • Narcissistic

And a few other ‘titles.’ Well, you know what? Those are some of the same ‘titles’ used over the years with nearly every generation.

And some folks never lose those titles. As they get older, some folks still feel they are still entitled. Some are still lazy, unfocused and narcissistic.

I’m not a fan of name calling. It’s the old “sticks and stones can break my bones, but names can never harm me.”

I have found most of the millennials I’ve had the opportunity to work with to be fun, bright, eager to learn, and yes, ok, sometimes unfocused and a bit narcissistic. But aren’t a lot of us? No matter what age?

It seems every generation gets a label put on them. Not by the generation themselves, but by others.

The millennials ask far more questions about handling customers than many other groups. I’ve found them eager to learn and do good. (Does anyone really want to do ‘bad’?)

Moral to this story? Give them a chance. They want to learn. And we can teach.

Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.