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Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life
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
•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.
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
•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.
- GenresBusiness
224 pages, Paperback
First published January 1, 1991
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Displaying 1 - 3 of 3 reviews
March 20, 2009
A good look at using random acts of over-the-top service to make lifelong fans. Lots of examples and stories, like a chicken soup for the customer service soul.
June 30, 2011
Pretty good ideas with supporting stories to help improve customer service
June 3, 2013
Clear concise ideas that one can use to create customers for life. The key is to bend over backwards to give them what they need and to empower staff to do this...
Displaying 1 - 3 of 3 reviews