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.
RaviFounder & Software Architect
WebmasterInABox.net
Outrageous customer service is taking American companies by storm. From small-town chicken outlets to suburban furniture stores to corporate giants like Southwest Airlines, extraordinary customer service has become the key to business success.
Spearheading today's hard-serve, soft-sell message is T. Scott Gross, a confirmed believer in outrageous customer service and a wildly popular speaker on the subject. Gross believes that great service, not cut-throat selling, is what customers respond to best. And giving great service is a fun, guilt-free form of selling that anyone can learn to love -- even the most sales-phobic clerk on the company's front line.
Now Gross uncovers the secrets to delivering extraordinary customer service in Outrageous!, a new step-by-step guide to his original POS (positively outrageous service) program. Entertaining without being frivolous, instructive without becoming boring, the books shows business owners and service providers how to:
** build positive word-of-mouth to attract new customers ** use appealing opening lines that engage the customer ** get everyone in the organization to sell through service ** create a world-class service culture that lasts Outrageous! is loaded with lively, real-life anecdotes of extraordinary service, each told with a contagious dose of wit and enthusiasm. In fact, Gross's story-telling abilities are as superb in print as they are in person.
Great selling is a by-product of great service. And this book delivers a sure-fire approach to making serious profits -- and having serious fun -- through positively outrageous service.
T. SCOTT GROSS (Center Point, TX) is widely recognized in America's service industry as a customer service expert. He is a frequent and popular speaker/trainer on his original concept of 'positively outrageous service,' which has been adopted by hundreds of companies around the country, including Southwest Airlines (the customer-centric success story of the airways) and Doubletree Hotels. He recently received a special award from the National Speakers Association, naming him among the top three percent of professional speakers in the United States.