Customer Service by Robert W. Lucas (2004, Paperback)

This book is part of my class, MNGT 130, customer service. I believe that it has some very good points, and is relatively thorough, but there is some information that I have to disagree with. For example, I do not believe gesturing to another person (i.e. holding up one finger to indicate "wait") is very professional. Instead, it is actually quite rude. There are only a few instances where I tended to disagree with the author, but other than those minor skirmishes, it is very informative. The writing is easy to understand and even quite readable (not too pedantic or informal), and the reference to "Give 'em the Pickle!" later in Service Recovery was very intriguing. If anyone is reading this, watch the video, "Give 'Em the Pickle!" by Bob Farrell. It has some amazing insight to what Customer Service should be. The worksheets are kind of redundant as well as the end-of-the-chapter readings, and it is missing a whole chapter that you have to get online "Writing In Customer Service" or something like that.
I give it a 4 out of 5 because a lot of work has been put into this book, but even though it is a 2004 edition, I still think that the writers need to get out a little more in more diverse fields of customer service (in a variety of different job descriptions and also in a more international outlook since especially in America we have to interact with a numerous amount of different cultures).

I bought this book for a college course. It is very insightful into the world of customer service. If you think you know everything about customer service, you are wrong... read this book, and I am sure you will learn something new.

I bought this book for my fall class and I was amaze of the great shape it was in by time it arrived. I have no problem in order for this buyer again.

I purchased this book Because I needed it for class. The book is in great condition and sent in a timely matter. Very impressed.