{"product_id":"positively-outrageous-service-book-t-scott-gross-9780793188239","title":"Positively Outrageous Service","description":"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 \u003ci\u003ePositively Outrageous Service \u003c\/i\u003e(POS)-doing the unexpected unexpectedly and giving the customer more than he or she could hope for. \u003cp\u003e\u003c\/p\u003ePOS 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 \u003ci\u003ePositively Outrageous Service\u003c\/i\u003e. 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: \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":4.3,"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":6.4,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0793188237.jpg?v=1750817821","url":"https:\/\/www.worldofbooks.com\/en-gb\/products\/positively-outrageous-service-book-t-scott-gross-9780793188239","provider":"World of Books ","version":"1.0","type":"link"}