Why is it important to show Interest?
Showing an interest in customer service is essential because it demonstrates a commitment to understanding and meeting customer needs, which is fundamental to building strong, lasting relationships. When employees or businesses show genuine interest in providing exceptional service, it reflects positively on the organization's reputation, customer loyalty, and can lead to increased satisfaction and repeat business.
How to define ‘Interested’
The dictionary defines "interested" as having a sense of curiosity, concern, or enthusiasm about something or someone. It indicates a genuine desire to know more, engage, or participate. But what does that really mean? HOW do you show skill and effectiveness in someone or something in customer facing role? WHAT do you have to do?
Tips for delivering an Interested customer service
At Performance in People (PiP), we’ve defined ‘Interested’ as ‘Asking Questions and genuinely listening and engaging with responses’. 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 ‘Interested’ service, including:
- Asked open/pertinent questions
- Demonstrated they have listened to the customer
- Gave information about themselves
- Made conversation outside the transaction
Delivering an ‘Interested’ customer service should be straightforward– and that’s why we’ve broken it down and simplified it into a specific characteristic library. Showing genuine interest in customer service is key to building positive, lasting relationships with customers. When you approach interactions with curiosity and care, it demonstrates to customers that their needs truly matter. This creates a personal connection, making them feel valued and understood. By actively listening, asking thoughtful questions, and showing enthusiasm in resolving their concerns, you can transform ordinary service into memorable experiences.
Interested – 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!
