From T. 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:
T. Scott Gross is a customer service/management expert with an expansive list of Fortune 500 clients. As an instrument-rated pilot and a certified Emergency Medical Technician, Scott has worked several fascinating jobs and he now pours all of his experience and expertise into writing. He has authored numerous books, including Millennial Rules (Allworth Press). Scott lives in Kerrville, Texas.
Andrew Szabo has extensive experience in luxury hospitality management and is best known as the creator of Simply Irresistible Marketing. He is the go-to guy when A-list clients are in need of marketing, branding, and business development strategies. He lives in Dallas, Texas.
Michael Hoffman, known for his contagious, often outrageous platform interactions with his audience, teaches companies around the world how to create a culture of ownership and influence. He lives in Dallas, Texas.