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Positively Outrageous Service, by T. Scott Gross
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Want customers to return time and again? Looking to carve a niche in your market? From Positively Outrageous Service, business owners will learn to do the unexpected unexpectedly and give customers more than they ever thought possible.
- Sales Rank: #730233 in Books
- Published on: 1994-04-01
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x .75" w x 6.00" l, .0 pounds
- Binding: Paperback
- 256 pages
Most helpful customer reviews
2 of 2 people found the following review helpful.
What our Industry Needs
By A Customer
I work for a remodeling contractor and POS is definitely what my industry needs more of. Mr. Gross does an excellent job of showing the need for POS and then giving examples of how it has been used in other companies to boost sales and compete with larger and more sophisticated competitors. A must read for any small business owner.
5 of 6 people found the following review helpful.
A must-have in every business owner's toolkit
By Ravi Jayagopal
If more people read and implemented outstanding service, then we wouldn't be having all those 'siteAsucks.com' and 'siteBsucks.com' web sites.
This book targets the lifeline of any business - your customers -and talks about common sense - how to make them happy - so that they not only come back, but they also tell others!
The concept is very simple. But this is probably the only book I have ever found about delivering "outrageous" service.
I have myself implemented (long before reading this book, of course :-) what I call as "Not Technical Support - But FANATIC'nical Support" on my own site at WebmasterInABox.net
So, it was exciting to see an entire book dedicated to this topic. And in spite of knowing what brilliant customer service is, I had managed to brainstorm about 200 different ideas to provide "outrageous" service, before I had delved even 20 pages into the book.
A great buy. On my top 10 list.
Ravi
Founder & Software Architect
WebmasterInABox.net
7 of 14 people found the following review helpful.
Positively Full of Fluff
By Karen L Larason
This book has about 2 good ideas in it. The rest is just boring fluff. He repeats things over and over to fill pages apparently.
Also I took offense at the author casting all non-extroverts as lazy, no good, welfare recipient, so and so's. As if only extroverted personalities can provide good service to customers. His predjudiced view of introverts leads me to believe that this guy is [not smart]. I mean does he really think that only extroverts can give good customer service? Duh...
He owns a restaurant, so what. He didn't write much about any actual EXAMPLES of Positively Outrageous Services, he mainly just talks about them generally. Which is dumb when he could have been filling those pages with ideas for us business owners who don't happen to own restaurants.
Insulting all reserved people was not "P.O.S." if you as me.
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