Why is it important to be Enthusiastic?
Enthusiasm is important to both gaining and retaining customers and is a key ingredient to the customer service industry. Enthusiasm is contagious and can motivate others, have you ever noticed that most customers will mimic your actions in a customer facing environment? Such as if you smile when speaking, they will smile when speaking too. It’s crucial that customer facing staff recognise and understand how to deliver an Enthusiastic service experience.
How to define ‘Enthusiastic’
The dictionary definition for Enthusiastic is ‘Feeling or showing a lot of excitement and interest about someone or something’. But what, specifically, does this mean? HOW do you show excitement and interest in someone or something in a customer facing role? WHAT do you have to do?
Tips for delivering an Enthusiastic customer service
At Performance in People (PiP), we’ve defined ‘Enthusiastic’ as ‘Loves life, really enjoys their job and lives the brand’. We’ve analysed 1000’s of customer experiences (recorded through the use of mystery shopping), and populated a set of characteristics that contribute to delivering an ‘Enthusiastic’ service, including:
- Confident with brand identity
- Energetic/expressive body movements
- Positive about company/colleague’s/ product/price
- Upbeat, animated tone of voice
Delivering an ‘Enthusiastic’ customer service should be easy – and that’s why we’ve broken it down and simplified it into a specific characteristic library. Enthusiasm is a powerful emotion. Incorporate enthusiasm into your service delivery experience to increase your chances of creating repeat business and their likelihood to recommend to others.
Enthusiastic – a behaviour within the award-winning BMS® methodology
PiP has developed an objective way of measuring the impact of behaviours on customer experience. The Behavioural Measurement Score (BMS®) is proven to link directly to improvements in independent CSS, voice of the customer and NPS measures. It analyses the 6 key behaviours that impact most on the customers’ experience: Friendly, Enthusiastic, Professional, Interested, Attentive and Helpful.
The methodology is used by 100+ UK organisations, providing valuable benchmarking data to understand their specific areas of behavioural performance and how they compare within and outside of their industry.
At the UK Customer Experience Awards, BMS® was crowned the winner for the ‘UK’s Best Customer Experience Measurement’. It also received an award for ‘Best Customer Experience Innovation’ and is now recognised as “the science behind delivering a great customer experience”.
Contact us to find out more about how our BMS® methodology can help improved your customer service!
