A corporate consultant and quality service expert describes the P.O.S. (Positively Outrageous Service) method for dealing with and winning customers, providing helpful guidelines on how to identify what customers really want, energize one's employees, create customer loyalty, and more. Reissue.

Positively Outrageous Service

Business & Money

Gross, T. Scott

Management & Leadership

Business Plus

Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices. Author, T. Scott Gross profiles superb server-customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily remedied. With wit and authority, Gross shows how managers in any business can improve their customer's experience and encourage repeat business. T. Scott Gross is known as one of the giants in customer service. He is a tireless and celebrated speaker on the topic, with a client roster studded with the biggest businesses in the country. His inside knowledge of these companies, access to top service leaders, and commonsense approach will hit the mark with readers. Features of Why Service Stinks include: • Simon says-What management can do to inspire outstanding service. • How to hire a fantastic server-Ten street-smart questions to ask when interviewing. • The influences of consequences-The effects of pay, perks, and benefits on service. • Lessons from the masters-How Crate &amp; Barrel, Container Store, and other service leaders do what they do so well. This may be the first research-oriented book on customer service, with complete statistical analysis, but Gross's revered sense of humor comes blazing through the data with anecdotal highlights that put the subject of customer service into perspective.

Why Service Stinks...and Exactly What to Do About It!

Kaplan Publishing

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. 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. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: •Follow the four key Principles of Promotions to build a customer base, 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 21st century. 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.

Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

Survey of more than 100,000 consumers reveals how they want to be treated, and the way they want to buy. What do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. Once they have a bad experience, it will take 12 positive experiences to make up for it. However, if a complaint is resolved, count on an intensely loyal customer. In When Customers Talk, the third volume in his customer service series, Gross partners with consumer researcher Joe Pilotta from BIGresearch to draw conclusions for frontline retailers and managers based on the insights of 100,000 retail customers. This approachable, must-have guide offers detailed insights to help retailers learn how to anticipate customer needs and take advantage of emerging trends. Written in an engaging style, and backed by statistical research, When Customers Talk helps retailers: • Bridge the disconnect between retailers' and customers' attitudes. • Ask the right questions to get answers that will make a difference. • Turn the knowledge of customers' habits into sales. • Leverage customers' loyalty for a lifetime relationship: heart, mind, and wallet. • Understand pricing and discounting to maximize profits. • Tap into technology to avoid being blindsided by changes. With customer insight "straight from the horse's mouth," retail managers disregard this information at their peril!

When Customers Talk --Turn What They Tell You Into Sales

Kaplan

OUTRAGEOUS! Unforgettable Service ... Guilt-Free Selling 
Outrageous customer service is taking American companies by storm. From small-town chicken outlets to suburban furniture stores to corporate giants like Southwest Airlines, extraordinary customer service has become the key to business success. 
Spearheading today's hard-serve, soft-sell message is T. Scott Gross, a confirmed believer in outrageous customer service and a wildly popular speaker on the subject. Gross believes that great service, not cut-throat selling, is what customers respond to best. And giving great service is a fun, guilt-free form of selling that anyone can learn to love -- even the most sales-phobic clerk on the company's front line. 
Now Gross uncovers the secrets to delivering extraordinary customer service in Outrageous!, a new step-by-step guide to his original POS (positively outrageous service) program. Entertaining without being frivolous, instructive without becoming boring, the books shows business owners and service providers how to: 
** build positive word-of-mouth to attract new customers ** use appealing opening lines that engage the customer ** get everyone in the organization to sell through service ** create a world-class service culture that lasts Outrageous! is loaded with lively, real-life anecdotes of extraordinary service, each told with a contagious dose of wit and enthusiasm. In fact, Gross's story-telling abilities are as superb in print as they are in person. 
Great selling is a by-product of great service. And this book delivers a sure-fire approach to making serious profits -- and having serious fun -- through positively outrageous service. 
T. SCOTT GROSS (Center Point, TX) is widely recognized in America's service industry as a customer service expert. He is a frequent and popular speaker/trainer on his original concept of 'positively outrageous service,' which has been adopted by hundreds of companies around the country, including Southwest Airlines (the customer-centric success story of the airways) and Doubletree Hotels. He recently received a special award from the National Speakers Association, naming him among the top three percent of professional speakers in the United States.

Outrageous!: Unforgettable Service...Guilt-Free Selling

Gross, Scott

Amacom Books

Positively outrageous service: New and easy ways to win customers for life

Mastermedia Ltd

Describes the P.O.S. method for dealing with and winning customers

Positively Outrageous Service: New and Easy Ways to Win Customers for Life

Processes & Infrastructure

Master Media Pub Corp

While on national tour for his bestseller Positively Outrageous Service, author T. Scott Gross was asked by news media everywhere how they could get some of that great service for themselves. This book is his surprising answer. With stories and simple techniques, Gross teaches how to get and keep the attention of clerks and servers, how to negotiate a better price, how to get what you pay for--and more.

How to Get What You Want from Almost Anybody

Turn a Blind Eye: Border Rats and Bankers in a Jet Set Conspiracy

Gross reveals the secrets of adding personality to any product or service and includes three simple steps that cause ordinary people to lend their own personalities to the sales and marketing of the products and services they offer.

Positively Outrageous Service and Showmanship: Industrial Strength Fun Makes Sales Sizzle!!!

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