must-have ! Positively Outrageous Service by T. Scott Gross - AUTHOR SIGNED COPY

From T. Scott Gross, a consumer advocate, whose client roster for consulting and training reads favor 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 global.
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, snag peop