Positively Outrageous Service
| T. Scott Gross is best known for his high energy platform skills. His gentle humor keeps audiences laughing while they learn handfuls of practical ideas. Whether speaking to a corporation or national association, Scott is a storyteller extraordinaire, comfortable with audiences of any size. He is most at home with professionals who have high customer contact.
Scott is a master at removing mystery. His ability to communicate complex ideas simply comes from years of hands-on experience as an entrepreneur who has also lived the corporate life. He will tell-it-like-it-is and your audience will love it! Scott turns his skills as a platform performer and a life-long learner into fun-to-read books, including the original management classic Positively Outrageous Service. Scott turns work into adventure in his personal favorite, Borrowed Dreams. His two latest books, MicroBranding�Build a Powerful Personal Brand & Beat Your Competition and Why Service Stinks…and Exactly What to Do About It! |
Available Programs:
Positively Outrageous Service - Develop an Insurmountable Advantage over your Competitors! Definition: POS is random and unexpected; out of proportion to the circumstance; invites the customer to play; and creates compelling, positive word-of-mouth.
MicroBranding - A highly-focused personal or local brand built with clever public relations, innovative targeted marketing and strategic networking. MicroBrands are efficient, local, and often rely on individual personality.
Why Service Stinks - Why is service so bad…and getting worse? Who is responsible and exactly what needs to be done to make it better? Those are the questions we set out to answer -- and we did! We were scientific. We used the latest psychological instruments to survey bosses and servicepersons of all stripes. We were methodical. We included nearly 10,000 very vocal consumers in our research, over a dozen high-profile companies participated, and we used a mountain of back-up data to document our findings. What did we discover? The average boss can’t identify great servicepersons -- before or after the interview! We have proof! And we can fix the problem! It’s easy once you know how!
When Customers Talk - Your Customers Are Talking ...We've Been Listening! In the final installment of his customer service trilogy T. Scott Gross has partnered with the leading consumer market intelligence firm BIGresearch to find out how retailers don't listen to their customers and what they risk by ignoring what their customers want. You Will Learn How to: Discover how customers view chain retailers differently than small operations Create an atmosphere that encourages customers to open their wallets Explore the “disconnect” between retailers’ and customers’ attitudes Learn reasons why customers don’t buy can be as important as why they do Find out how to ask the right questions
Borrowed Dreams - Borrowed Dreams is the story of Scott’s adventures told as a series of stories, each with a lesson that applies both professionally and personally. Join Scott as he chases drug smugglers on the Mexican border, sails an oil tanker from Alaska, and fights wildland fire with a most unusual crew. You’ll be surprised and delighted to discover the secrets of getting tough work done. And you’ll be amazed to learn that it’s not too late to borrow a dream of your own! You Will Learn: What motivates people to take and keep difficult jobs Who is most likely to succeed in challenging work environments How to apply the secrets for managing in difficult environments in even the most ordinary work situations How the lessons of difficult work can make your life richer
ROI/Tangible Program Benefits:
- Capitalize on trends, new and developing
- Bring out the creativity of your employees in serving customers
- Hire, train, and manage a team to serve outrageously
- Identify opportunities to serve outrageously
- Be thankful for complaints and learn how to handle them!
Testimonials/Client List:
...'had many positive comments and feel that a return engagement would be in order!-Sports, Inc.
You made me a hero just for bringing you!-Huguley Memorial Medical Center
I could see light bulbs going on while you talked!-Cummins Engine Company
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