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Title: Positively Outrageous Service by T. Scott Gross ISBN: 0-446-39468-8 Publisher: Warner Books Pub. Date: 01 April, 1994 Format: Paperback Volumes: 1 List Price(USD): $14.95 |
Average Customer Rating: 4.17 (6 reviews)
Rating: 4
Summary: A must-have in every business owner's toolkit
Comment: If more people read and implemented outstanding service, then we wouldn't be having all those 'siteAsucks.com' and 'siteBsucks.com' web sites.
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.
Ravi
Founder & Software Architect
WebmasterInABox.net
Rating: 1
Summary: Positively Full of Fluff
Comment: This book has about 2 good ideas in it. The rest is just boring fluff. He repeats things over and over to fill pages apparently.
Also I took offense at the author casting all non-extroverts as lazy, no good, welfare recipient, so and so's. As if only extroverted personalities can provide good service to customers. His predjudiced view of introverts leads me to believe that this guy is [not smart]. I mean does he really think that only extroverts can give good customer service? Duh...
He owns a restaurant, so what. He didn't write much about any actual EXAMPLES of Positively Outrageous Services, he mainly just talks about them generally. Which is dumb when he could have been filling those pages with ideas for us business owners who don't happen to own restaurants.
Insulting all reserved people was not "P.O.S." if you as me.
Rating: 5
Summary: What our Industry Needs
Comment: I work for a remodeling contractor and POS is definitely what my industry needs more of. Mr. Gross does an excellent job of showing the need for POS and then giving examples of how it has been used in other companies to boost sales and compete with larger and more sophisticated competitors. A must read for any small business owner.
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Title: Outrageous!: Unforgettable Service...Guilt-Free Selling by T. Scott Gross, Scott Gross ISBN: 0814479863 Publisher: AMACOM Pub. Date: May, 1998 List Price(USD): $19.95 |
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Title: Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer by Paul B. Brown, Carl Sewell ISBN: 0385504454 Publisher: Currency Pub. Date: 19 November, 2002 List Price(USD): $14.95 |
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Title: Microbranding: Build a Powerful Personal Brand and Beat Your Compe by T. Scott Gross, Al Ries ISBN: 0971007829 Publisher: Leading Authorities Inc. Pub. Date: 15 January, 2002 List Price(USD): $24.95 |
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Title: Raving Fans : A Revolutionary Approach To Customer Service by Ken Blanchard, Sheldon Bowles ISBN: 0688123163 Publisher: William Morrow Pub. Date: 19 May, 1993 List Price(USD): $20.00 |
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Title: The Big Book of Customer Service Training Games by Peggy Carlaw, Vasudha K. Deming ISBN: 0070779740 Publisher: McGraw-Hill Trade Pub. Date: 01 September, 1998 List Price(USD): $19.95 |
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