Positively outrageous service (Record no. 14727)

MARC details
000 -LEADER
fixed length control field 01532cam a22001814a 4500
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
ISBN 9781510708174
040 ## - CATALOGING SOURCE
Original cataloging agency DLC
Transcribing agency DLC
Modifying agency DLC
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8/12
100 1# - MAIN ENTRY--AUTHOR NAME
Personal name Gross, T. Scott
245 10 - TITLE STATEMENT
Title Positively outrageous service
Remainder of title how to delight and astound your customers and win them for life
Statement of responsibility, etc T. Scott Gross
250 ## - EDITION STATEMENT
Edition statement 3rd ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication New York
Name of publisher Allworth Press
Year of publication 2016
300 ## - PHYSICAL DESCRIPTION
Number of Pages xii, 211 p.
500 ## - GENERAL NOTE
General note Includes index.
520 ## - SUMMARY, ETC.
Summary, etc 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:<br/><br/>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<br/>Hire the right people and show them the fundamentals of POS<br/>Energize and obtain the most creativity out of employees<br/>Win over customers when mistakes happen, no matter who is at fault
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical Term Customer services
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type Books
Holdings
Withdrawn status Lost status Home library Current library Shelving location Date acquired Cost, normal purchase price Full call number Accession Number Koha item type
    DIS Library DIS Library New Titles 05/11/2020 700.00 658.8 Gross MH009957 Books