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Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life,New
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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 to: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 WalMart, have asked him to motivate the troops at sales meetings and conferences worldwide.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.
- Q: What is 'Positively Outrageous Service' about? A: 'Positively Outrageous Service' focuses on transforming customer service by emphasizing the importance of exceeding customer expectations and adopting a positive mindset in business interactions.
- Q: Who is the author of this book? A: The author of 'Positively Outrageous Service' is T. Scott Gross, a recognized consumer advocate and consultant in the field of customer service.
- Q: What are the key principles discussed in the book? A: The book outlines four key Principles of Promotions that help businesses build a loyal customer base and create engaging experiences.
- Q: Is this book suitable for all levels of management? A: Yes, the insights and strategies provided are applicable for managers at every level within the service industry.
- Q: What can I expect to learn from this book? A: Readers can expect to learn how to energize employees, hire effectively, and turn service failures into opportunities for customer retention.
- Q: When was the second edition published? A: The second edition of 'Positively Outrageous Service' was published on September 1, 2004.
- Q: How many pages does the book have? A: The book contains a total of 224 pages.
- Q: What type of binding does this book have? A: This edition of 'Positively Outrageous Service' is available in paperback binding.
- Q: What is the condition of the book being sold? A: The book is in new condition, ensuring that readers receive a pristine copy.
- Q: Can this book help improve my business's customer service strategy? A: Yes, the strategies and concepts presented in the book are designed to enhance customer service practices and improve overall customer satisfaction.