Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

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 ...

See more details below
Paperback (New Edition)
$15.74
BN.com price
(Save 16%)$18.95 List Price

Pick Up In Store

Reserve and pick up in 60 minutes at your local store

Other sellers (Paperback)
  • All (57) from $1.99   
  • New (17) from $2.00   
  • Used (40) from $1.99   
Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

Available on NOOK devices and apps  
  • NOOK Devices
  • Samsung Galaxy Tab 4 NOOK 7.0
  • Samsung Galaxy Tab 4 NOOK 10.1
  • NOOK HD Tablet
  • NOOK HD+ Tablet
  • NOOK eReaders
  • NOOK Color
  • NOOK Tablet
  • Tablet/Phone
  • NOOK for Windows 8 Tablet
  • NOOK for iOS
  • NOOK for Android
  • NOOK Kids for iPad
  • PC/Mac
  • NOOK for Windows 8
  • NOOK for PC
  • NOOK for Mac
  • NOOK for Web

Want a NOOK? Explore Now

NOOK Book (eBook)
$14.99
BN.com price

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 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.

POS is not just a way of doing business, according to Gross, it's also a state of mind and the key to success in the 21st century. T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who's who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald's, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide.

Read More Show Less

Product Details

  • ISBN-13: 9780793188239
  • Publisher: Kaplan Publishing
  • Publication date: 9/1/2004
  • Edition description: New Edition
  • Edition number: 2
  • Pages: 224
  • Sales rank: 483,989
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.50 (d)

Meet the Author

T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who’s who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald’s, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide.
 

For information about the author, T. Scott Gross, please visit http://www.tscottgross.com/
 

Read More Show Less

Table of Contents

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
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted July 25, 2005

    Insightful!

    This folksy compilation of stories about people and companies who deliver 'Positively Outrageous Service' (POS) has the right mix to prove that people love great service and the companies that deliver it. The stories may meander, but author T. Scott Gross is so popular because he knows how to weave humor, personal anecdotes and actual business stories into a cohesive argument that almost all business is personal and local. This form of bottom-up business advice places great importance upon the front-line employees who represent your business. Gross explains that front-line workers can make or break your brand and your sales, no matter what size your business is. He provides good business lessons, so don¿t let the light reading mislead you. We recommend this book to managers of any business in the service sector who want to give their employees the power and motivation to deliver great service.

    Was this review helpful? Yes  No   Report this review
Sort by: Showing 1 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)