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Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life | 
 enlarge | Author: T. Scott Gross
Publisher: Kaplan Business
Category: Book
List Price: $18.95
Buy New: $6.94
You Save: $12.01 (63%)
New (34) Used (21) Collectible (2) from $6.83
Rating:  4 reviews
Sales Rank: 336192
Media: Paperback
Edition: 2
Pages: 224
Number Of Items: 1
Shipping Weight (lbs): 0.6
Dimensions (in): 9 x 6 x 0.5
ISBN: 0793188237
Dewey Decimal Number: 658.812
EAN: 9780793188239
ASIN: 0793188237
Publication Date: September 1, 2004
Availability: Usually ships in 1-2 business days
Shipping: International shipping available
Condition: In stock - Sent fast from British booksellers.
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Product Description
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.
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| Customer Reviews:
Yes! Great for every day and it works July 28, 2008
J. Swedlow (Bethany, OK)
I have changed the way I manage my store and have seen immediate results! A great buy! I would recommend anyone in a service industry read this book.
Outrageously fantastic reading March 25, 2008
Doctor Q (Palos Heights, IL)
Anyone in business should read this book. Not only is it full of suggestions and helps, but it really justifies the customer service all entreprenuers desire of their employees. It wouldn't be bad for some of the employees to also read it.
Microbranding to improve your marketing and customer service November 3, 2007
Megan Fitzgerald (Rome, Italy)
Are you a manager of a service oriented small business? Then this book is for you. Positively Outrageous Service does a fantastic job of pointing out several things:
1) Word of Mouth is still the best marketing tool around for small businesses.
2) By exceeding expectations and surprising your customers you will create that buzz which make you stand out, get noticed and create raving fans.
3) Your employees are your most effective marketing tool and - like it or not - are your brand representatives.
4) Customer satisfaction and employee satisfaction are connected.
5) Empowering and motivating your employees is the best way to insure the superior level of customer service that will allow the small business to compete with big business.
The author gives great examples of how different small service businesses have used incredible customer service to succeed and compete without huge marketing budgets.
Being a personal branding specialist, what I enjoyed most about this book was how the author presented his solution in terms of microbranding. In an nutshell, every employee (or rather, the sum of their actions) is a microbrand. Align those microbrands with your company's brand (by empowering and motivating employees to provide "outrageous service") and you have a recipe for incredible service, marketing and success.
A great, informative and enjoyable read - I highly recommend it.
 Insightful! July 25, 2005
Rolf Dobelli (Luzern Switzerland)
2 out of 2 found this review helpful
This folksy compilation of stories about people and companies who deliver "Positively Outrageous Service" (POS) has the right mix to prove that people love great service and the companies that deliver it. The stories may meander, but author T. Scott Gross is so popular because he knows how to weave humor, personal anecdotes and actual business stories into a cohesive argument that almost all business is personal and local. This form of bottom-up business advice places great importance upon the front-line employees who represent your business. Gross explains that front-line workers can make or break your brand and your sales, no matter what size your business is. He provides good business lessons, so don't let the light reading mislead you. We recommend this book to managers of any business in the service sector who want to give their employees the power and motivation to deliver great service.
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