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In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: \u003cp\u003e\u003c\/p\u003e   Follow the four key \u003ci\u003ePrinciples of Promotions\u003c\/i\u003e to build a customer base, have fun, get people to your store, get people involved with your product, and do something good for others. \u003cp\u003e\u003c\/p\u003e    Hire the right people and show them the fundamentals of POS. \u003cp\u003e\u003c\/p\u003e    Energize and obtain the most creativity out of employees. \u003cp\u003e\u003c\/p\u003e    Win over customers when mistakes happen, no matter who is at fault. \u003cp\u003e\u003c\/p\u003ePOS 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.","brand":"WoB","offers":[{"title":"GB \/ GOOD \/ INTERNAL","offer_id":49925981110545,"sku":"GOR008827427","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50366186782993,"sku":"CIN0793188237G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50631116062993,"sku":"CIN0793188237VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":50952183841041,"sku":"GOR002531381","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0793188237.jpg?v=1750817821"},{"product_id":"outrageous-book-t-scott-gross-9780814479865","title":"Outrageous!","description":"Arguing that it is customer service not cut-throat selling that woos customers and their chequebooks, T. 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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. 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