Download or read book Positively Outrageous Service written by T. Scott Gross and published by Grand Central Pub. This book was released on 1991 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Positively Outrageous Service written by T. Scott Gross and published by Kaplan Trade. This book was released on 2004-09-01 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Positively Outrageous Service written by T. Scott Gross and published by Simon and Schuster. This book was released on 2016-08-02 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Positively Outrageous Service written by T. Scott Gross and published by . This book was released on 1991 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Invisible written by T. Scott Gross and published by Triple Nickel Press. This book was released on 2012 with total page 23 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discusses how the retail market has changed with the changing technology.
Download or read book Can I Have 5 Minutes of Your Time written by Hal Becker and published by Morgan James Publishing. This book was released on 2008-05-01 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becker understands that hard work, common sense, and close attention to customer needs are trademarks of a good salesperson. His book echoes that same insight for those who want to achieve sales success.
Download or read book Sell Your Business for an Outrageous Price written by Kevin Short and published by AMACOM. This book was released on 2014-09-03 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: This insightful and invaluable guide reveals how anyone can get a positively outrageous price for their company. Selling something that you’ve poured money, energy, and incalculable amounts of time into is tough enough. Getting anything less than the maximum you deserve in return for all your work is unjustifiable. You deserve to squeeze every dollar you can when it comes time to hand the reins over to the lucky investor who wants to profit from all your back-breaking groundwork. In Sell Your Business for an Outrageous Price, you will discover how to: Prepare their companies and themselves for sale Recognize the best time to go to market Identify, attract, and motivate deep-pocketed buyers Determine their company's competitive advantage and leverage it for the best offer Find a transaction advisor with the skills and experience to guide them through the MA jungle Foil buyers' attempts to undermine sale price Featuring real-life case studies and an appendix of indispensable tools--including due diligence lists, sample nondisclosure agreements, a sales readiness assessment, and a sample engagement letter--this book reveals what you need to do so you can get paid!
Download or read book Millennial Rules written by T. Scott Gross and published by Simon and Schuster. This book was released on 2013-10-08 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s digital world, the Baby Boomers and Generation X are giving way to a new generation of consumers: the Millennials. These tech-savvy consumers—bearing the mantra “my way, right way, why pay?”—want quick, customizable service that is negotiated on their terms and delivers great value. And when Millennials want help, they want it now; when they don’t want help, they expect the sales staff to be invisible. In Millennial Rules: How to Sell, Serve, Surprise, and Stand Out in a Digital World, veteran business owner T. Scott Gross demystifies the newest generation and shares how businesses can meet and exceed Millennials’ expectations to make the sale—without resorting to tricks and gimmicks. Invisible selling is built on ethical, common-sense business practices that yield success across the board, regardless of niche or industry. Armed with research into generational consumer preferences, humor, and a wealth of experience, Gross tackles the looming question, “How can you disappear and still deliver quality service?” The answer, he suggests, is by emphasizing serving above selling, a strategy that will make organizations successful not just with Millennials, but with all generations. For better or for worse, the Millennials aren’t going anywhere. By learning what has changed—and what hasn’t—you can cater to the wants and needs of each generation and still come out on top. Millennial Rules reveals the ins and outs of Millennials not only as customers but as employees, demonstrating what lifestyle demands to watch out for and why Millennials might be a valuable addition to your team. Rather than proposing a total revolution in business, Gross reinforces a pattern of success by making readers aware of what they’re already doing right—and how to do more of it. 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.
Download or read book Lessons in Loyalty written by Lorraine Grubbs-West and published by CornerStone Leadership Inst. This book was released on 2005 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: Southwest Airlines has a secret sauce, namely its incredible workforce of leaders at all levels. Lessons in Loyalty is an insider's clear, concise and energizing teachable point of view on how to build such a winning team.
Download or read book How Organizations Deliver Bad Customer Service written by Barbara Khozam and published by Barbara Khozam Incorporated. This book was released on 2011-05-31 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's consumer views loyalty to a business as a fad, and they also expect everything and then some. The companies that are thriving (and will continue to thrive) deliver amazing customer experiences. Customer service isn't just about being a department or a policy; it is about creating a culture where customers can't wait to do business with you, and are excited to refer their friends to you as well. This book's characters, Negative Ned and Positive Paul, illustrate the ABSURDITY of terrible customer service and the simple steps necessary to improve nearly every customer experience.
Download or read book Crap at My Parents House written by Joel Dovev and published by ABRAMS. This book was released on 2011-09-02 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: An illustrated celebration of the trinkets and tchotchkes that accumulate over a lifetime—and turn ordinary family homes into weird museums . . . Deer-hoof bottle openers. Grizzly bear toilet paper holders. A copy of Sports Illustrated from 1983 with Hulk Hogan on the cover. You never know what you might find lurking at your parents’ house. Standup comic and blogger Joel Dovev has made it his personal quest to compile a catalog of the useless, tacky, and utterly bizarre items that moms and dads not only acquire in the first place, but refuse to throw out, all for reasons unbeknownst to their kids. If you’ve ever helped with cleaning and organizing efforts—or just opened up a junk drawer or a box in the basement during a visit home—you’re sure to recognize the feeling of stumbling across treasures such as these and asking yourself, “Why?” Packed with photos and humorous observations, Crap at My Parents’ House is a very special journey sure to provoke a mixture of tender nostalgia . . . and head-shaking bafflement.
Download or read book After Claude written by Iris Owens and published by New York Review of Books. This book was released on 2010-11-09 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: Harriet is leaving her boyfriend Claude, “the French rat.” That at least is how Harriet sees things, even if it’s Claude who has just asked Harriet to leave his Greenwich Village apartment. Well, one way or another she has no intention of leaving. To the contrary, she will stay and exact revenge—or would have if Claude had not had her unceremoniously evicted. Still, though moved out, Harriet is not about to move on. Not in any way. Girlfriends circle around to patronize and advise, but Harriet only takes offense, and it’s easy to understand why. Because mad and maddening as she may be, Harriet sees past the polite platitudes that everyone else is content to spout and live by. She is an unblinkered, unbuttoned, unrelenting, and above all bitingly funny prophetess of all that is wrong with women’s lives and hearts—until, in a surprise twist, she finds a savior in a dark room at the Chelsea Hotel.
Download or read book The Service Culture Handbook written by Jeff Toister and published by . This book was released on 2017-03-23 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Download or read book I Know This Much Is True written by Wally Lamb and published by Cambridge University Press. This book was released on 1998-06-03 with total page 884 pages. Available in PDF, EPUB and Kindle. Book excerpt: With his stunning debut novel, She's Come Undone, Wally Lamb won the adulation of critics and readers with his mesmerizing tale of one woman's painful yet triumphant journey of self-discovery. Now, this brilliantly talented writer returns with I Know This Much Is True, a heartbreaking and poignant multigenerational saga of the reproductive bonds of destruction and the powerful force of forgiveness. A masterpiece that breathtakingly tells a story of alienation and connection, power and abuse, devastation and renewal--this novel is a contemporary retelling of an ancient Hindu myth. A proud king must confront his demons to achieve salvation. Change yourself, the myth instructs, and you will inhabit a renovated world. When you're the same brother of a schizophrenic identical twin, the tricky thing about saving yourself is the blood it leaves on your bands--the little inconvenience of the look-alike corpse at your feet. And if you're into both survival of the fittest and being your brother's keeper--if you've promised your dying mother--then say so long to sleep and hello to the middle of the night. Grab a book or a beer. Get used to Letterman's gap-toothed smile of the absurd, or the view of the bedroom ceiling, or the influence of random selection. Take it from a godless insomniac. Take it from the uncrazy twin--the guy who beat the biochemical rap. Dominick Birdsey's entire life has been compromised and constricted by anger and fear, by the paranoid schizophrenic twin brother he both deeply loves and resents, and by the past they shared with their adoptive father, Ray, a spit-and-polish ex-Navy man (the five-foot-six-inch sleeping giant who snoozed upstairs weekdays in the spare room and built submarines at night), and their long-suffering mother, Concettina, a timid woman with a harelip that made her shy and self-conscious: She holds a loose fist to her face to cover her defective mouth--her perpetual apology to the world for a birth defect over which she'd had no control. Born in the waning moments of 1949 and the opening minutes of 1950, the twins are physical mirror images who grow into separate yet connected entities: the seemingly strong and protective yet fearful Dominick, his mother's watchful "monkey"; and the seemingly weak and sweet yet noble Thomas, his mother's gentle "bunny." From childhood, Dominick fights for both separation and wholeness--and ultimately self-protection--in a house of fear dominated by Ray, a bully who abuses his power over these stepsons whose biological father is a mystery. I was still afraid of his anger but saw how he punished weakness--pounced on it. Out of self-preservation I hid my fear, Dominick confesses. As for Thomas, he just never knew how to play defense. He just didn't get it. But Dominick's talent for survival comes at an enormous cost, including the breakup of his marriage to the warm, beautiful Dessa, whom he still loves. And it will be put to the ultimate test when Thomas, a Bible-spouting zealot, commits an unthinkable act that threatens the tenuous balance of both his and Dominick's lives. To save himself, Dominick must confront not only the pain of his past but the dark secrets he has locked deep within himself, and the sins of his ancestors--a quest that will lead him beyond the confines of his blue-collar New England town to the volcanic foothills of Sicily 's Mount Etna, where his ambitious and vengefully proud grandfather and a namesake Domenico Tempesta, the sostegno del famiglia, was born. Each of the stories Ma told us about Papa reinforced the message that he was the boss, that he ruled the roost, that what he said went. Searching for answers, Dominick turns to the whispers of the dead, to the pages of his grandfather's handwritten memoir, The History of Domenico Onofrio Tempesta, a Great Man from Humble Beginnings. Rendered with touches of magic realism, Domenico's fablelike tale--in which monkeys enchant and religious statues weep--becomes the old man's confession--an unwitting legacy of contrition that reveals the truth's of Domenico's life, Dominick learns that power, wrongly used, defeats the oppressor as well as the oppressed, and now, picking through the humble shards of his deconstructed life, he will search for the courage and love to forgive, to expiate his and his ancestors' transgressions, and finally to rebuild himself beyond the haunted shadow of his twin. Set against the vivid panoply of twentieth-century America and filled with richly drawn, memorable characters, this deeply moving and thoroughly satisfying novel brings to light humanity's deepest needs and fears, our aloneness, our desire for love and acceptance, our struggle to survive at all costs. Joyous, mystical, and exquisitely written, I Know This Much Is True is an extraordinary reading experience that will leave no reader untouched.
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation
Download or read book Then We Came to the End written by Joshua Ferris and published by Little, Brown. This book was released on 2007-03-01 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: The National Book Award finalist and debut novel by the bestselling author of The Dinner Party: "A readymade classic of the office-novel genre. . . . A truly affecting novel about work, trust, love, and loneliness." --Seattle Times No one knows us quite the same way as the men and women who sit beside us in department meetings and crowd the office refrigerator with their labeled yogurts. Every office is a family of sorts, and the ad agency Joshua Ferris brilliantly depicts in his debut novel is family at its strangest and best, coping with a business downturn in the time-honored way: through gossip, pranks, and increasingly frequent coffee breaks. With a demon's eye for the details that make life worth noticing, Joshua Ferris tells a true and funny story about survival in life's strangest environment--the one we pretend is normal five days a week.
Download or read book Value Proposition Design written by Alexander Osterwalder and published by John Wiley & Sons. This book was released on 2015-01-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models."
