Positively Outrageous Service by Michael Hoffman
Home > Business & Economics > Business & management > Operational research > Positively Outrageous Service
Positively Outrageous Service

Positively Outrageous Service


     3  |  1 Reviews 
5
4
3
2
1



International Edition


About the Book

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:

  • 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

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.
About the Author: T. Scott Gross is a customer service/management expert with an expansive list of Fortune 500 clients. As an instrument-rated pilot and a certified Emergency Medical Technician, Scott has worked several fascinating jobs and he now pours all of his experience and expertise into writing. He has authored numerous books, including Millennial Rules (Allworth Press). Scott lives in Kerrville, Texas.

Andrew Szabo has extensive experience in luxury hospitality management and is best known as the creator of Simply Irresistible Marketing. He is the go-to guy when A-list clients are in need of marketing, branding, and business development strategies. He lives in Dallas, Texas.

Michael Hoffman, known for his contagious, often outrageous platform interactions with his audience, teaches companies around the world how to create a culture of ownership and influence. He lives in Dallas, Texas.


Best Sellers



Product Details
  • ISBN-13: 9781510708174
  • Publisher: Allworth Press
  • Publisher Imprint: Allworth Press
  • Depth: 19
  • Height: 226 mm
  • No of Pages: 224
  • Series Title: English
  • Sub Title: How to Delight and Astound Your Customers and Win Them for Life
  • Width: 152 mm
  • ISBN-10: 1510708170
  • Publisher Date: 02 Aug 2016
  • Binding: Paperback
  • Edition: 3
  • Language: English
  • Returnable: Y
  • Spine Width: 20 mm
  • Weight: 367 gr


Similar Products

Add Photo
Add Photo

Customer Reviews

     3  |  1 Reviews 
out of (%) reviewers recommend this product
Top Reviews
Rating Snapshot
Select a row below to filter reviews.
5
4
3
2
1
Average Customer Ratings
     3  |  1 Reviews 
00 of 0 Reviews
Sort by :
Active Filters

00 of 0 Reviews
SEARCH RESULTS
1–2 of 2 Reviews
    BoxerLover2 - 5 Days ago
    A Thrilling But Totally Believable Murder Mystery

    Read this in one evening. I had planned to do other things with my day, but it was impossible to put down. Every time I tried, I was drawn back to it in less than 5 minutes. I sobbed my eyes out the entire last 100 pages. Highly recommend!

    BoxerLover2 - 5 Days ago
    A Thrilling But Totally Believable Murder Mystery

    Read this in one evening. I had planned to do other things with my day, but it was impossible to put down. Every time I tried, I was drawn back to it in less than 5 minutes. I sobbed my eyes out the entire last 100 pages. Highly recommend!


Sample text
Photo of
    Media Viewer

    Sample text
    Reviews
    Reader Type:
    BoxerLover2
    00 of 0 review

    Your review was submitted!
    Positively Outrageous Service
    Allworth Press -
    Positively Outrageous Service
    Writing guidlines
    We want to publish your review, so please:
    • keep your review on the product. Review's that defame author's character will be rejected.
    • Keep your review focused on the product.
    • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
    • Refrain from mentioning competitors or the specific price you paid for the product.
    • Do not include any personally identifiable information, such as full names.

    Positively Outrageous Service

    Required fields are marked with *

    Review Title*
    Review
      Add Photo Add up to 6 photos
      Would you recommend this product to a friend?
      Tag this Book Read more
      Does your review contain spoilers?
      What type of reader best describes you?
      I agree to the terms & conditions
      You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

      CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

      These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


      By submitting any content to Bookswagon, you guarantee that:
      • You are the sole author and owner of the intellectual property rights in the content;
      • All "moral rights" that you may have in such content have been voluntarily waived by you;
      • All content that you post is accurate;
      • You are at least 13 years old;
      • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
      You further agree that you may not submit any content:
      • That is known by you to be false, inaccurate or misleading;
      • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
      • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
      • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
      • For which you were compensated or granted any consideration by any unapproved third party;
      • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
      • That contains any computer viruses, worms or other potentially damaging computer programs or files.
      You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


      For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


      All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

      Accept

      New Arrivals



      Inspired by your browsing history


      Your review has been submitted!

      You've already reviewed this product!