Want a NOOK? Explore Now
POS put customer service guru T. Scott Gross on the map in the early 1990s. For the first time in more than ten years, he brings these concepts into the 21st century with the second edition of Positively Outrageous Service. He examines what's wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to:
Follow the four key Principles of Promotions to build a customer base, have fun, get people to your store, get people involved with your product,and do something good for others.
Hire the right people and show them the fundamentals of POS.
Energize and obtain the most creativity out of employees.
Win over customers when mistakes happen, no matter who is at fault.
| Preface | xi | |
| Part 1 | Pos: An Affair of the Heart | |
| 1 | In the Beginning | 3 |
| 2 | More POS Stories | 17 |
| 3 | Sam Walton's Killing Me! Or Why POS Is the Competitive Advantage | 29 |
| 4 | Service Is an Affair of the Heart | 43 |
| 5 | Trends | 53 |
| Part 2 | A Positively Outrageous Solution | |
| 6 | The History of POS | 73 |
| 7 | Inviting the Customer to Play | 79 |
| 8 | Competence, Confidence, Comfort | 91 |
| Part 3 | The First Step to Pos: Microbranding | |
| 9 | The Secret to Standing Out | 109 |
| 10 | See It! | 119 |
| 11 | Name It! | 137 |
| 12 | Staff It! | 147 |
| 13 | Market It Like There's No Tomorrow! | 159 |
| 14 | POS Marketing | 167 |
| Part 4 | The Manager's Toolbox | |
| 15 | The Manager's Toolbox | 183 |
| Index | 205 | |
| About the Author | 211 |
LendMe™
Overview
In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)-doing the unexpected unexpectedly and giving the customer more than he or she could hope for.POS put customer service guru T. Scott Gross on the map in the early 1990s. For the first time in more than ten years, he brings these concepts into the 21st century with the second edition of Positively Outrageous Service. He examines what's wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at ...