While the rating tells you how good a book is according to our two core criteria, it says nothing about its particular defining features. Therefore, we use a set of 20 qualities to characterize each book by its strengths:
Applicable – You’ll get advice that can be directly applied in the workplace or in everyday situations.
Analytical – You’ll understand the inner workings of the subject matter.
Background – You’ll get contextual knowledge as a frame for informed action or analysis.
Bold – You’ll find arguments that may break with predominant views.
Comprehensive – You’ll find every aspect of the subject matter covered.
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Eloquent – You’ll enjoy a masterfully written or presented text.
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For beginners – You’ll find this to be a good primer if you’re a learner with little or no prior experience/knowledge.
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Well structured – You’ll find this to be particularly well organized to support its reception or application.
This folksy compilation of stories about people and companies who deliver "Positively Outrageous Service" (POS) has the right mix to prove that people love great service and the companies that deliver it. The stories may meander, but author T. Scott Gross is so popular because he knows how to weave humor, personal anecdotes and actual business stories into a cohesive argument that almost all business is personal and local. This form of bottom-up business advice places great importance upon the front-line employees who represent your business. Gross explains that front-line workers can make or break your brand and your sales, no matter what size your business is. He provides good business lessons, so don’t let the light reading mislead you. getAbstract.com recommends this book to managers of any business in the service sector who want to give their employees the power and motivation to deliver great service.
About the Author
T. Scott Gross is a customer service and management expert who works with large corporations. He is the author of eight books, including Why Service Stinks.