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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.
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T. Scott Gross was running a chicken franchise in Texas when he realized that performing outlandish stunts for (and with) customers was a terrific way to boost business. Gross eventually fashioned his somewhat unconventional ideas into a program he dubbed Positively Outrageous Service, and he began teaching it full-time. Outrageous: Unforgettable Service ... Guilt-Free Selling, his written version of this plan, describes the philosophy that already has been adopted by hundreds of companies including Southwestern Airlines and Doubletree Hotels. Inspirational as well as informative, it outlines dozens of viable concepts bolstered by anecdotes that show how they're being effectively used today. --Howard RothmanFrom Library Journal:
Customer service is crucial to business, and Gross's highly successful "outrageous customer service" has made him a well-known, popular customer-service expert and speaker in America's service industry. He tells readers how to give great service that is fun and guilt-free as well. At his Texas Church's Chicken franchise, he gave free biscuits to every customer willing to "cluck" like a chicken, and he gave dinners away to the hungry. He wants businessowners to build positive, word-of-mouth advertising, use appealing opening lines that engage customers, get everyone in the organization to sell through service, and create a world-class service culture that lasts. His approach includes doing the unexpected, making it random, inviting customers to play, and making it memorable. With wit and enthusiasm, Gross presents real-life, lively anecdotes of extraordinary service. This entertaining, instructive, and inexpensive customer-service manual should be in all libraries.?Susan C. Awe, Jefferson Cty. P.L. System, Arvada, CO
Copyright 1998 Reed Business Information, Inc.
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