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The World of Customer Service [Print Replica] [Kindle Edition]

Pattie Gibson
4.4 out of 5 stars  See all reviews (9 customer reviews)

Print List Price: $122.95
Rent From: $29.59 or Buy Price: $84.99
Save up to: $93.36 (76%) You Save: $37.96 (31%)
Sold by: Cengage Learning
This price was set by the publisher

  • Print Replica:
    This Kindle book looks just like the printed book
  • Print ISBN-10: 0840064241
  • Print ISBN-13: 978-0840064240
  • Edition: '003
If you buy a new print edition of this book (or purchased one in the past), you can buy the Kindle edition for only $9.99 (Save 88%). Print edition purchase must be sold by Amazon. Learn more.


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Book Description

Introduce your students to the exemplary customer service skills that are essential in all types of organizations today with the powerful, practical and engaging presentation in Gibson’s THE WORLD OF CUSTOMER SERVICE, 3rd Edition. This text demonstrates how effective customer service techniques can help your students and their organizations achieve critical goals, deal with problems and complaints, consistently exceed customer expectations, and create loyal customers. Author Pattie Gibson focuses on the strategies most important in customer service today with insights and memorable examples from practicing professionals. Several new chapters in this edition highlight how to maximize revenue and customer satisfaction, effectively solve problems and resolve complaints, and better understand the impact and potential in today’s social media. Students also gain new insights into establishing their own effective customer service habits. This edition emphasizes the importance of effective global communication and collaboration techniques with a wide range of real customer-focused activities and actual business cases. The new, optional CourseMate website for this edition reinforces concepts with interactive learning tools, including a complete eBook, videos and the unique Engagement Tracker for monitoring student outcomes. Help your students develop the customer service skills essential for professionals in all areas of business today with THE WORLD OF CUSTOMER SERVICE, 3rd Edition.
Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Editorial Reviews


"From the student view point, the greatest strength of this textbook is its layout. It has very good overall coverage of all that is customer service. I like that it addressed the whole picture of customer service not that same old thing that the customer is always right."

"Material is straight-forward and easy to understand. Projects and case studies at the end of the chapters provide good exercises for class participation and encourage students to work well as a group and independently. The sequence of the chapters flows nicely from one topic to the next."

"I believe there are several improvements [in the second edition] that will improve the learning experience of the student. The text is concise and provides excellent hands-on learning activities."

"I use your book as a guide to teach material and as a resource so I don't need to develop every activity that we do. I like the readability and the length of this book. Students seem to enjoy it and they aren't overwhelmed by the information or quantity of material."

About the Author

For more than 30 years, Dr. Pattie Gibson has taught a variety of highly successful courses in computer applications and business systems to high school, community college, and university students in Arizona and overseas in West Berlin and Stuttgart, Germany. Dr. Gibson is currently an assistant professor in educational leadership at Northern Arizona University. She has written and co-authored several textbooks addressing office management and office skills as well as customer service. Dr. Gibson received her undergraduate and master's degrees from Arizona State University and her doctorate from Northern Arizona University.

Product Details

  • File Size: 13719 KB
  • Print Length: 224 pages
  • Publisher: Cengage Learning; '003 edition (June 20, 2011)
  • Sold by: Cengage Learning
  • Language: English
  • ASIN: B00B7JUKI0
  • Text-to-Speech: Not enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Lending: Not Enabled
  • Amazon Best Sellers Rank: #800,394 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

4.4 out of 5 stars
4.4 out of 5 stars
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Most Helpful Customer Reviews
1 of 1 people found the following review helpful
3.0 out of 5 stars Not in condition specified August 29, 2011
By Chris
Format:Paperback|Verified Purchase
Price was a little high for a book w/ many bent pages and corners...should've been a little cheaper and labeled differently as far as the condition goes
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5.0 out of 5 stars The world of Customer Service March 13, 2013
Format:Paperback|Verified Purchase
I loved this book honestly. It was super helpful in my degree and helped me learn a lot. I like the way the book is set up, which makes it easy to read and understand. But it didn't come in the condition it said it was. I bought it used which you can expect maybe a little wear because someone else used it but the seller said it was in perfect condition or like new. It was definitely far from. It was usable but the pages were super bent. It had writing in it all over, and a lot was highlighted. I would have preferred they said what it actually was like. I wanted to return it because it was frustrating to me that they lied but i needed it for school so i couldn't without missing homework.
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5.0 out of 5 stars Text book June 10, 2014
Format:Paperback|Verified Purchase
I use this for school. I got a new copy at a great price, much less than what the campus book store charges.
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4.0 out of 5 stars its good October 14, 2013
By Sherrie
Format:Paperback|Verified Purchase
I hate this book seriously!! but i have to get it even thought it does worth it....its fine, but it looks little old on the cover when i receive it
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4.0 out of 5 stars Good Book October 2, 2013
Format:Paperback|Verified Purchase
This book is a good book, very understandable, and informative, more businesses should train their customer service representatives with this book.
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