Overview

In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative business-people 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.

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9780793188239

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The most enjoyable book I have read concerning customer service during the past decade. -Colleen C. Barrett,.

Author Information

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.

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