:

product description page

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

Positively Outrageous Service : How to Delight and Astound Your Customers and Win Them for Life - image 1 of 1

about this item

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 promotionshave fun, get people to your store, get people involved with your product, and do something good for othersHire the right people and show them the fundamentals of POSEnergize and obtain the most creativity out of employeesWin over customers when mistakes happen, no matter who is at faultPOS 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. 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.
Number of Pages: 214
Genre: Business + Money Management
Sub-Genre: Business Communication / General, Sales + Selling, Skills
Format: Paperback
Publisher: Perseus Distribution Services
Author: T. Scott Gross
Language: English
Street Date: August 2, 2016
TCIN: 51134750
UPC: 9781510708174
Item Number (DPCI): 248-16-1865
$13.59
MSRPReg: $19.99 Save $6.40 (32% off)

guest reviews

Prices, promotions, styles and availability may vary by store & online. See our price match guarantee. See how a store is chosen for you.