In today's tough economy, cutting prices and providing
good service aren't enough. To be truly successful,
innovative business-people 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.
