Posts tagged ‘call centre’

January 20, 2012

Yoo-hoo, Over Here, It’s the Voice of the Customer: Do You Compute?

In a recent article in HRmagazine.co.uk, Helen Murray laments the plight of call centre agents who have to listen to the same old customer complaints over and over again.

Too true.

Then she goes on to argue that this is because many companies don’t have the processes or solutions to appreciate the customer’s perspective.

Not true.

Many of the points that Helen Murray makes are valid and pertinent to a consideration of how to improve customer service. Listening to the “Voice of the Customer” will reveal invaluable information about how to improve strategy, service and products. Good organisations will use the means at their disposal to gather information from a wide range of sources including social media, call centre calls, forums, and digital and traditional correspondence. Many organisations are not doing this and are missing out on opportunities to learn and advance from a better understanding of what they are doing right and wrong in the eyes of their customers.

But there we part company.

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March 22, 2011

Customer Service Roles: The New Frontier for the Over 60s?

Aged 60+?

Coming to the end of a long and rewarding career and getting ready to potter around the garden and finally read those books you have been meaning to get around to?

Don’t!  New psychological research from the University of California, Berkeley suggests that you might be coming into your element as a potential customer service representative. 

Ok, it’s fair to say that the research doesn’t make any specific job suggestions for you, and there are probably a host of roles which the research might indicate increased success in for the over 60s.  However, what Robert Levenson’s research does suggest is that, as we get older, our emotional intelligence improves and that it reaches its peak as we go through our sixties.

Specifically, our capacity to empathise with others and appreciate their sadness or disappointment is heightened in comparison with younger people.

In addition, older people are better able to see the positive side of a negative situation, even if that situation is palpably grim.

Levenson argues that we become more suited to social and compassionate activities as we age and that the changes in our nervous systems which bring about these emotional intelligence changes are likely to give us an advantage in the workplace in those tasks involving social relationships and caring for others.

It’s probably obvious by now why this might be important news for customer service organisations: feeling and expressing empathy and being able to see positive aspects in all situations are invaluable traits in customer service representatives.  Yet the age profile of front-line customer service representatives in most sectors is way below this 60+ demographic.

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