Positively Outrageous Service

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. 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. 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. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.

A business consultant and service guru details how to really prosper in today's tough business world by providing service above and beyond the call of duty. In this dynamic, fascinating book, T. Scott Gross shows how anyone can take customer service to a whole new level every day of the year using creative methods.

A corporate consultant and quality service expert describes the P.O.S. (Positively Outrageous Service) method for dealing with and winning customers, providing helpful guidelines on how to identify what customers really want, energize one's employees, create customer loyalty, and more. Reissue.

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. For the first time in more than ten years, he brings these concepts into the 21st century with the second edition of Positively Outrageous Service. 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: •Follow the four key Principles of Promotions to build a customer base, 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 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.

Twenty-five years ago, Herb Kelleher reinvented air travel when he founded Southwest Airlines, where the planes are painted like killer whales, a typical company maxim is "Hire people with a sense of humor," and in-flight meals are never served--just sixty million bags of peanuts a year. By sidestepping "reengineering," "total quality management," and other management philosophies and employing its own brand of business success, Kelleher's airline has turned a profit for twenty-four consecutive years and seen its stock soar 300 percent since 1990. Today, Southwest is the safest airline in the world and ranks number one in the industry for service, on-time performance, and lowest employee turnover rate; and Fortune magazine has twice ranked Southwest one of the ten best companies to work for in America. How do they do it? With unlimited access to the people and inside documents of Southwest Airlines, authors Kevin and Jackie Freiberg share the secrets behind the greatest success story in commercial aviation. Read it and discover how to transfer the Southwest inspiration to your own business and personal life.

"Outrageous" is a fun, casual read targeted at individuals with sales or service responsibility. It may be the first book to make selling a fun and natural part of the sales process. Additionally, "Outrageous" is the owner's manual for creating customer service experiences that make the customer say "wow!"

Discusses how the retail market has changed with the changing technology.

In a world of rising tensions between Russia and the United States, the Middle East and Europe, Sunnis and Shiites, Islamism and liberalism, Turkey is at the epicentre. And at the heart of Turkey is its right-wing populist president, Recep Tayyip Erdo?an. Since 2002, Erdo?an has consolidated his hold on domestic politics while using military and diplomatic means to solidify Turkey as a regional power. His crackdown has been brutal and consistent - scores of journalists arrested, academics officially banned from leaving the country, university deans fired and many of the highest-ranking military officers arrested. In some senses, the nefarious and failed 2016 coup has given Erdo?an the licence to make good on his repeated promise to bring order and stability under a 'strongman'. Here, leading Turkish expert Soner Cagaptay will look at Erdo?an's roots in Turkish history, what he believes in and how he has cemented his rule, as well as what this means for the world. The book will also unpick the 'threats' Erdogan has worked to combat - from the liberal Turks to the Gulen movement, from coup plotters to Kurdish nationalists - all of which have culminated in the crisis of modern Turkey.