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

by Gross, T. scott

• ISBN13: 9780793188239
• ISBN10: 0793188237
• Format: Paperback
• Copyright: 2004-09-01
• Publisher: Kaplan Publishing

Summary

In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative businesspeople must learn the art ofPositively 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 ofPositively 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 keyPrinciples of Promotionsto 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.

Author Biography

T. Scott Gross is a customer service/management expert

Table of Contents

Preface	xi
PART ONE POS: AN AFFAIR OF THE HEART
In the Beginning	3	(14)
More POS Stories	17	(12)
Sam Walton's Killing Me! Or Why POS Is the Competitive Advantage	29	(14)
Service Is an Affair of the Heart	43	(10)
Trends	53	(20)
PART TWO A POSITIVELY OUTRAGEOUS SOLUTION
The History of POS	73	(6)
Inviting the Customer to Play	79	(12)
Competence, Confidence, Comfort	91	(18)
PART THREE THE FIRST STEP TO POS: MICROBRANDING
The Secret to Standing Out	109	(10)
See It!	119	(18)
Name It!	137	(10)
Staff It!	147	(12)
Market It Like There's No Tomorrow!	159	(8)
POS Marketing	167	(16)
PART FOUR THE MANAGER'S TOOLBOX
The Manager's Toolbox	183	(22)
Index	205	(6)
About the Author	211