Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life
ISBN-13:
9781510708174
ISBN-10:
1510708170
Edition:
3rd
Author:
Michael Hoffman, T. Scott Gross, Andrew Szabo
Publication date:
2016
Publisher:
Allworth
Format:
Paperback
224 pages
FREE US shipping
Book details
ISBN-13:
9781510708174
ISBN-10:
1510708170
Edition:
3rd
Author:
Michael Hoffman, T. Scott Gross, Andrew Szabo
Publication date:
2016
Publisher:
Allworth
Format:
Paperback
224 pages
Summary
Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life (ISBN-13: 9781510708174 and ISBN-10: 1510708170), written by authors
Michael Hoffman, T. Scott Gross, Andrew Szabo, was published by Allworth in 2016.
With an overall rating of 3.5 stars, it's a notable title among other
Leadership & Motivation
(Management & Leadership, Management, Sales & Selling, Marketing & Sales, Customer Relations, Processes & Infrastructure, Communications, Business Skills) books. You can easily purchase or rent Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life (Paperback) from BooksRun,
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Leadership & Motivation
books
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Description
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:
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.
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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