In the movie Mr. Magorium’s Wonder Emporium, Mr. Magorium – played by Dustin Hoffman – tells his protégé that “Your life is an occasion. Rise to it.”
He’s conveying a big picture life lesson – don’t let fear and apprehension keep you from living.
Rising to the occasion is also something we need to do in serving others. Maybe it’s not as dramatic an occasion as living life to your fullest, overcoming the fears and the apprehension. But it’s still important. Rising to the occasion in a customer service encounter suggests that there is an occasion where the basics, the routine response, the status quo won’t suffice.
Maybe the situation doesn’t warrant the muted response, or the customer doesn’t respond to our typical approach, so we have to RISE!
How to Rise
So, how do you rise to the occasion in customer service? It’s about ratcheting up the quality of your performance.
Can you respond more quickly, respond with more urgency on the customer’s behalf? Take action now. Make them a priority now.
Can you take ownership of a situation and shepherd it forward until it’s complete? Don’t look for the handoff to others, look for the next step you can take together with them, the document you can work on together, the process you can complete together, the final step you can identify and act on together.
Can you meet their specific need with a specific solution? Identify their issue, need, or goal. Then put on your consulting hat and outline a specific solution to address that need.
Rising to the occasion is about the now, taking action together, and tailoring your solution to their situation.
When you are in an occasion of serving the customer, and they need expedited or extra support, tailored support, a final conclusion – Rise to the Occasion!