The `Get-Real’ factor. It builds or destroys.
What is “Get Real”?
It’s a way to look at your customer service opportunities in a more realistic and actionable way.
We’ve all had good service experiences, and we’ve all had bad service experiences. Get Real takes lessons from both-and applies them to your daily thought processes and actions.
Get Real is about putting yourself in the customer’s shoes.
Get Real makes you think about the times you received lousy service. (I’m sure you remember a time when you were frustrated with poor service because the person serving you didn’t care.)
Get Real is about dropping the fake mask of “professionalism” for a minute, because the person you are serving (helping) is another human being like you-not a client, a patient, a passenger, or a guest-but a human being in need of help. Being “professional” isn’t wrong, but people (customers) would rather have friendly.
Get Real is about understanding that the person you’re serving is someone who might be in a position to help you one day. Or-a person who might know someone who might be in a position to help you someday.
Get Real-because if all it takes is an angry stranger to ruin your day, what are you going to do if something really dreadful happens? Why give someone else control of your life?
Get Real is about you, the things you do, and the things you think about.
Get Real is a chance to focus on your actions and put things into a realistic perspective.
Get Real is designed to make you see things as they really are and to challenge you to see them in a new way.
Get Real will help you feel better about how you think and help you resolve problems.
Get Real will help you realize that you’re not alone in the mire of service problems.
Get Real is help-real help.
Get Real is real.
Throughout your career (life) you will be challenged to “Get Real.” Experiencing it is one thing. Relating it to your daily job functions is quite another. Doing something about it is the ultimate action.
“Get Real” is designed to bridge the gap between knowing and doing. Get Real shows you how to think about a concept in terms of your job and how to be better at it. How you master it determines the level of success you will achieve.
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Jeffrey Gitomer, the author of The Little Red Book of Selling and Customer Satisfaction is Worthless, Customer Loyalty is Priceless, is President of Charlotte-based Buy Gitomer. He gives seminars, runs annual sales meetings, and conducts training programs on selling and customer service. He can be reached by phone:704/333-1112 or e-mail email@example.com
c 1999 All Rights Reserved – Don’t even think about reproducing this document without written
permission from Jeffrey H. Gitomer and Buy Gitomer 704/333-1112