100413 POTW_Gaming Guest Service from A-Z cover_300Since the original release of the casino customer service book Gaming Guest Service from A-Z in 2003, the face of gaming has changed significantly. To bring the book up to date, casino consultant and Robinson & Associates CEO Martin R. Baird just released the second edition with all the original chapters plus over twenty more.

In another new development, the second edition has been released as an electronic book for reading on Kindles, iPads and computers.

The second edition of "A to Z” helps casinos understand why they need customer advocates instead of satisfied customers. How casino reputation is affected by the Internet, social media and review sites also is explored.

For more information, visit www.casinocustomerservice.com.