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

ISBN-10: 0793188237

ISBN-13: 9780793188239

Edition: 2nd 2004

Authors: T. Scott Gross

List price: $18.95
30 day, 100% satisfaction guarantee

If an item you ordered from TextbookRush does not meet your expectations due to an error on our part, simply fill out a return request and then return it by mail within 30 days of ordering it for a full refund of item cost.

Learn more about our returns policy


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: òFollow 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. ò Hire the right people and show them the fundamentals of POS. ò Energize and obtain the most creativity out of employees. ò 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.
what's this?
Rush Rewards U
Members Receive:
You have reached 400 XP and carrot coins. That is the daily max!
Study Briefs

Limited time offer: Get the first one free! (?)

All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.

Add to cart
Study Briefs
Business Ethics Online content $4.95 $1.99
Add to cart
Study Briefs
Business Law Online content $4.95 $1.99
Add to cart
Study Briefs
Management Online content $4.95 $1.99
Customers also bought

Book details

List price: $18.95
Edition: 2nd
Copyright year: 2004
Publisher: Kaplan Publishing
Publication date: 9/1/2004
Binding: Paperback
Pages: 210
Size: 6.00" wide x 8.75" long x 0.50" tall
Weight: 0.682
Language: English

No Bio

Pos: An Affair of the Heart
In the Beginning
More POS Stories
Sam Walton's Killing Me! Or Why POS Is the Competitive Advantage
Service Is an Affair of the Heart
A Positively Outrageous Solution
The History of POS
Inviting the Customer to Play
Competence, Confidence, Comfort
The First Step to Pos: Microbranding
The Secret to Standing Out
See It!
Name It!
Staff It!
Market It Like There's No Tomorrow!
POS Marketing
The Manager's Toolbox
The Manager's Toolbox
About the Author
Free shipping on orders over $35*

*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

Learn more about the TextbookRush Marketplace.