Posts tagged ‘positive light’

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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