From T. Scott Gross, a consumer advocate, whose client roster for
consulting and training reads like a who's who of the Fortune 500.
Southwest Airlines, FedEx, McDonald's, Wal-Mart, and more have asked him
to motivate their employees at conferences worldwide.
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. In this revised third edition, he contemporizes his
work by examining 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:
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Build a customer base by following the four key principles of
promotions--have fun, get people to your store, get people involved
with your product, and do something good for others
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Hire the right people and show them the fundamentals of POS
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Energize and obtain the most creativity out of employees
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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 twenty-first century.
Allworth Press, an imprint of Skyhorse Publishing, publishes a broad
range of books on the visual and performing arts, with emphasis on the
business of art. Our titles cover subjects such as graphic design,
theater, branding, fine art, photography, interior design, writing,
acting, film, how to start careers, business and legal forms, business
practices, and more. While we don't aspire to publish a New York Times
bestseller or a national bestseller, we are deeply committed to quality
books that help creative professionals succeed and thrive. We often
publish in areas overlooked by other publishers and welcome the author
whose expertise can help our audience of readers.
