000			01532cam a22001814a 4500
020			_a9781510708174
040			_aDLC _cDLC _dDLC
082	0	0	_a658.8/12
100	1		_aGross, T. Scott
245	1	0	_aPositively outrageous service _bhow to delight and astound your customers and win them for life _cT. Scott Gross
250			_a3rd ed.
260			_aNew York _bAllworth Press _c2016
300			_axii, 211 p.
500			_aIncludes index.
520			_aIn 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: 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 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
650		0	_aCustomer services
942			_cBK
999			_c14727 _d14727