Summary of Positively Outrageous Service

Kaplan Publishing,
First Edition: 1991 more...

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Positively Outrageous Service book summary
To boost your company and please your customers, reach for outrageous customer service - the more surprising, the better.


7 Overall

8 Applicability

6 Innovation

8 Style


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. 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.

In this summary, you will learn

  • What constitutes "Positively Outrageous Service" (POS);
  • What tactics you can use to deliver POS and save your marketing budget; and
  • How each employee can build his or her own "MicroBrand," and then capitalize on it.


Making the Transformation
The idea of giving great service is a transformational process for the employee, the customer and the corporation. Great service is not a lofty concept. It can come from people at all levels of an organization. Often, the people who don’t get the corporate spotlight...
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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.

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    Sterling Krout 3 years ago
    A very helpful book. I appreciate how I can apply specific concepts to my own small business.

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