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  • Positively Outrageous Serviceby T. Scott Gross

    Dearborn Trade Publishing 2004; US$ 18.95

    T. Scott Gross is a super-successful businessman, a quality service guru, and a consultant to many of America's most prestigious companies and organizations. His message? In today's economy cutting prices is not enough, nor is providing good service. Today's successful businespeople must learn the secret of Positively Outrageous Service-doing the unexpected... more...

  • Why Service Stinks?by T. Scott Gross

    Dearborn Trade Publishing 2003; US$ 18.95

    Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices. more...

  • Millennial Rulesby T. Scott Gross

    Allworth Press 2013; US$ 16.95

    In today?s digital world, the Baby Boomers and Generation X are giving way to a new generation of consumers: the Millennials. These tech-savvy consumers—bearing the mantra “my way, right way, why pay??—want quick, customizable service that is negotiated on their terms and delivers great value. And when Millennials want help, they want it now; when... more...

  • When Customers Talk? Turn What They Tell You into Salesby T. Scott Gross; Joe Pilotta

    Dearborn Trade Publishing 2004; US$ 18.95

    What do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. more...

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