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 ...
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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.
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Add this copy of Positively Outrageous Service: How to Delight and to cart. $0.99, fair condition, Sold by ZBK Books rated 4.0 out of 5 stars, ships from Woodland Park, NJ, UNITED STATES, published 2016 by Allworth.
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Fair. May contain writing notes highlighting bends or folds. Text is readable book is clean and pages and cover mostly intact. May show normal wear and tear. Item may be missing CD. May include library marks. Fast Shipping.
Add this copy of Positively Outrageous Service: How to Delight and to cart. $1.97, good condition, Sold by Your Online Bookstore rated 5.0 out of 5 stars, ships from Houston, TX, UNITED STATES, published 2016 by Allworth.
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Add this copy of Positively Outrageous Service: How to Delight and to cart. $3.00, very good condition, Sold by HPB Inc. rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2016 by Allworth.
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Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Positively Outrageous Service: How to Delight and to cart. $8.73, good condition, Sold by GreatBookPrices rated 4.0 out of 5 stars, ships from Columbia, MD, UNITED STATES, published 2016 by Allworth.
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Good. Trade paperback (US). Glued binding. 224 p. May show signs of wear, highlighting, writing, and previous use. This item may be a former library book with typical markings. No guarantee on products that contain supplements Your satisfaction is 100% guaranteed. Twenty-five year bookseller with shipments to over fifty million happy customers.
Add this copy of Positively Outrageous Service: How to Delight and to cart. $10.46, good condition, Sold by SurplusTextSeller rated 5.0 out of 5 stars, ships from Columbia, MO, UNITED STATES, published 2016 by Allworth.
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Good. Ships in a BOX from Central Missouri! May not include working access code. Will not include dust jacket. Has used sticker(s) and some writing or highlighting. UPS shipping for most packages, (Priority Mail for AK/HI/APO/PO Boxes).
