1 in 4 Companies Report They’ve Lost Customers Due to Gen Z Employees’ Behavior

Being able to effectively interface with customers and clients is essential in many roles, yet there are concerns about Generation Z (Gen Z’s) ability to do so. Some describe Gen Zers as entitled and lazy, while others suggest they struggle with communication and other soft skills.

ResumeTemplates.com surveyed 1,000 hiring managers in October 2024 to assess how effective Gen Zers are in customer-facing positions.

Study highlights:

• 9 in 10 hiring managers have concerns about hiring Gen Zers for customer-facing roles
• 1 in 8 are unwilling to hire Gen Zers for customer-facing positions
• Top concerns include Gen Zers’ use of an unprofessional tone and lack of attention to detail
• 62% of hiring managers have received complaints from clients or customers about Gen Z employees
• 4 in 10 say Gen Z employees have hurt customer satisfaction, with nearly a quarter reporting client loss due to their behavior

9 in 10 Hiring Managers Have Reservations About Gen Z in Customer-Facing Roles

Regarding hiring Gen Z employees for customer service or client-facing roles, 91% of hiring managers express concerns.

The top concerns among hiring managers for Gen Z employees in customer service or client-facing roles include their use of an unprofessional tone (41%), poor attention to detail (40%), unwillingness to go above and beyond (39%), and lack of enthusiasm (38%). Other issues involve difficulties in handling conflict (35%), misunderstandings due to a casual communication style (35%), tardiness (34%), and reluctance to take responsibility for mistakes (34%).

“Gen Zers are still in the early stages of their careers and are learning what it means to be professional,” says ResumeTemplate’s Julia Toothacre, chief career strategist. “While some may come with a natural sense of professionalism or prior experience, their readiness largely depends on the training they’ve received and the demands of their roles. Many of these concerns are valid and should be proactively addressed in training, especially for customer-facing positions, or through regular feedback from managers. After all, they can’t improve what they don’t know is an issue, and some may need additional guidance.

“Is this unique to Gen Z compared to other generations early in their careers? Likely not. Older generations may have simply forgotten what it was like to be ‘green’ at work. Most people probably have a few stories of early career missteps or challenging customer interactions.”

1 in 8 are unwilling to hire Gen Zers for customer-facing positions

Three in 10 hiring managers view Gen Zers as lacking competence in customer-facing interactions, with 27% rating them as not very competent and 3% as not competent at all. Meanwhile, 71% believe they display at least some level of competence, with 20% rating them as very competent and 51% as somewhat competent.

When hiring Gen Z for customer-facing positions, 12% of hiring managers express hesitation, with 11% being not very willing and 1% not open to it at all. On the other hand, a majority remain open to bringing Gen Z into these roles, with 36% indicating they are very willing and 45% somewhat open. Another 8% are undecided.

“It’s unfortunate that a few negative experiences could lead some managers to hesitate in hiring from an entire generation. Managers should remember that Gen Z is diverse — there are many dedicated professionals among them who excel at working with people and are eager to contribute,” says Toothacre.

“For Gen Z professionals, building a variety of experiences will be essential for early career success. College offers a valuable opportunity to explore different roles, including customer-facing work, which can help in deciding if it’s the right fit. Not everyone is naturally suited for this type of work, and that’s perfectly okay. Gain experience, assess your skills, and see where you thrive.”

6 in 10 Hiring Managers Have Received Complaints From Customers About Gen Zers

Nearly 62% of hiring managers have received complaints from clients or customers about Gen Z employees.

These complaints typically cite issues such as an unprofessional tone (52%), lack of attention to detail (44%), and non-responsiveness or difficulties handling conflict (35%). Other frequent complaints include misunderstandings from a casual communication style (34%), lack of enthusiasm (33%), and failure to follow up (32%).

1 in 4 have lost clients due to Gen Z employees’ behavior

Over 40% of hiring managers report that Gen Z employees have negatively impacted customer satisfaction, with nearly a quarter (24%) even indicating they’ve lost clients due to Gen Z behavior. Additionally, almost half (48%) have had to reassign or remove Gen Z employees from client-facing roles following complaints.

A strong majority (74%) believe that Gen Z employees need extra customer service training compared to older generations, underscoring ongoing concerns about their readiness for client interactions.

“It’s no surprise that Gen Z faces challenges in customer service roles, especially given that many spent their formative years online. With virtual internships or remote roles often marking their early career experiences, their customer service exposure differs from older generations, who remember a time before email.

“Ultimately, Gen Z may need more training than previous generations due to the unique circumstances that have shaped them. But, with guidance, they’ll adapt — just as those before them did.”

Methodology: This survey was launched October 23, 2024. In total, 1,000 U.S. managers involved in hiring were surveyed. 

To take the survey, respondents had to be over 25 years old, have a household income of at least $75,000, an education level above high school, and currently work at a company with more than 10 employees. Respondents also had to be in a manager-level role or higher. 

Respondents had to pass through a screening question ensuring they are very involved in hiring decisions at their company and they hire for customer-facing positions.

Media inquiries can be directed to [email protected].