Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life / Edition 2

Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life / Edition 2

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by T. Scott Gross
     
 

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ISBN-10: 0793188237

ISBN-13: 9780793188239

Pub. Date: 09/01/2004

Publisher: Kaplan Publishing

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

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.

Product Details

ISBN-13:
9780793188239
Publisher:
Kaplan Publishing
Publication date:
09/01/2004
Edition description:
Older Edition
Pages:
224
Product dimensions:
6.00(w) x 9.00(h) x 0.50(d)

Related Subjects

Table of Contents

Prefacexi
Part 1Pos: An Affair of the Heart
1In the Beginning3
2More POS Stories17
3Sam Walton's Killing Me! Or Why POS Is the Competitive Advantage29
4Service Is an Affair of the Heart43
5Trends53
Part 2A Positively Outrageous Solution
6The History of POS73
7Inviting the Customer to Play79
8Competence, Confidence, Comfort91
Part 3The First Step to Pos: Microbranding
9The Secret to Standing Out109
10See It!119
11Name It!137
12Staff It!147
13Market It Like There's No Tomorrow!159
14POS Marketing167
Part 4The Manager's Toolbox
15The Manager's Toolbox183
Index205
About the Author211

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Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life 4 out of 5 based on 0 ratings. 1 reviews.
Guest More than 1 year ago
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.