New from Simon & Schuster

The Mistletoe Promise by Richard Paul Evans
MONEY Master the Game by Tony Robbins
The Cinderella Murder by Mary Higgins Clark and Alafair Burke
As You Wish by Cary Elwes and Joe Layden
Revival by Stephen King
Dreamers and Deceivers by Glenn Beck
Positively Outrageous Service

Positively Outrageous Service

How to Delight and Astound Your Customers and Win Them for Life

(Part of NONE)
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 Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide.
Choose a format:
  • Kaplan Publishing | 
  • 224 pages | 
  • ISBN 9780793188239 | 
  • September 2004
Add to Cart
List Price $18.95
In Stock: Usually ships within 1 business day

About the Author



Get a FREE eBook
when you join our mailing list!