"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.