Positively outrageous service (Record no. 14727)
[ view plain ]
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 |
Withdrawn status | Lost status | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Full call number | Accession Number |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 |