Arguing that it is customer service not cut-throat selling that woos customers and their chequebooks, T. Scott Gross here presents advice on delivering extraordinary customer service with his POS (Positively Outrageous Service) programme.
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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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Book Description AMACOM, 1998. Paperback. Book Condition: New. Bookseller Inventory # DADAX0814479863
Book Description AMACOM, 1998. Paperback. Book Condition: New. book. Bookseller Inventory # M0814479863
Book Description American Management Association. Book Condition: New. pp. 304. Bookseller Inventory # 7353530
Book Description AMACOM, 1998. Paperback. Book Condition: New. Never used!. Bookseller Inventory # P110814479863