menu

Positively Outrageous Service : How to Delight and Astound Your Customers and Win Them for Life
by T. Scott Gross and Andrew Szabo and Michael Hoffman




Overview -
From T. Scott Gross, a consumer advocate, whose client roster for consulting and training reads like a who's who of the Fortune 500. Southwest Airlines, FedEx, McDonald's, Wal-Mart, and more have asked him to motivate their employees at conferences worldwide.

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. In this revised third edition, he contemporizes his work by examining 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:

  • Build a customer base by following the four key principles of promotions--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 twenty-first century. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.

  Read Full Product Description
 
local_shippingFor Delivery
Available. Ships in 1-2 weeks.
This item is Non-Returnable.
FREE Shipping for Club Members help
 
storeBuy Online Pickup At Store
search store by zipcode

 
 
New & Used Marketplace 8 copies from $7.00
 
Download

Format: EPUB What's this?
This item is available only to U.S. billing addresses.
 
 
 

More About Positively Outrageous Service by T. Scott Gross; Andrew Szabo; Michael Hoffman

 
 
 

Overview

From T. Scott Gross, a consumer advocate, whose client roster for consulting and training reads like a who's who of the Fortune 500. Southwest Airlines, FedEx, McDonald's, Wal-Mart, and more have asked him to motivate their employees at conferences worldwide.

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. In this revised third edition, he contemporizes his work by examining 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:

  • Build a customer base by following the four key principles of promotions--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 twenty-first century. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.


This item is Non-Returnable.

 

Details

  • ISBN-13: 9781510708174
  • ISBN-10: 1510708170
  • Publisher: Allworth
  • Publish Date: August 2016
  • Page Count: 224
  • Dimensions: 8.9 x 6 x 0.8 inches
  • Shipping Weight: 0.7 pounds


Related Categories

 

BAM Customer Reviews