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Positively Outrageous Service
Book

Positively Outrageous Service

Kaplan Publishing, 2004
First Edition: 1991 more...


Editorial Rating

7

Qualities

  • Applicable

Recommendation

This folksy compilation of stories about people and companies who deliver "Positively Outrageous Service" (POS) has the right mix to prove that people love great service and the companies that deliver it. The stories may meander, but author T. Scott Gross is so popular because he knows how to weave humor, personal anecdotes and actual business stories into a cohesive argument that almost all business is personal and local. This form of bottom-up business advice places great importance upon the front-line employees who represent your business. Gross explains that front-line workers can make or break your brand and your sales, no matter what size your business is. He provides good business lessons, so don’t let the light reading mislead you. getAbstract.com recommends this book to managers of any business in the service sector who want to give their employees the power and motivation to deliver great service.

Take-Aways

  • "Positively Outrageous Service" (POS) is based on loving your customers.
  • To work at its best, POS should be a surprise and excessive.
  • Word of mouth remains the most powerful marketing tool. Spark it with POS.

About the Author

T. Scott Gross is a customer service and management expert who works with large corporations. He is the author of eight books, including Why Service Stinks.


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