Thursday, Jan. 8


Former Lincoln resident and Lincoln College grad publishes book     Send a link to a friend

[JAN. 8, 2004]  A former Lincoln resident who now lives in Laramie, Wyo., has published a new book for consumers. Gerald Mark Breen, a 2000 Lincoln College graduate, said that the inspiration for his book came from a desire to help people with the frustrations involved in collecting refunds and replacements from customer service departments.

The book, entitled "Customers: You Deserve Customer Satisfaction," is available online at and will be available in paperback form early this year from the same publisher, located in Indianapolis.

Breen said he has had so many dissatisfying encounters himself that he decided the topic was ripe for a solution. He also worked in the customer service industry for several years, so he has seen both sides of the equation. The book includes excerpts from actual conversations between Breen and customer service representatives, to give readers a feel of the tone, psychology and terminology that works to solve these types of claim issues.

Breen attended Lincoln College from September 1998 to May 2000, graduating with an associate of arts degree. His adviser, Dan McLaughlin remembers him as a "very bright student, very intelligent."

While he lived in Lincoln, he lived with Scott and Karen Ferguson. Breen says they were "a major inspiration and support structure for me during my time living in Lincoln."

He was a member of the Phi Theta Kappa honors society, and he worked as a tutor and an admissions ambassador for the college while he was a student. According to Mrs. Ferguson, he also worked for Pizza Hut and Papa John's while in town. As she said, "He's a man of many talents."


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Breen said two professors were especially inspirational for him while he lived and studied in Lincoln: Joe Baker, professor of criminology, and John Welter, professor of history.

After graduating from Lincoln College, Breen, a native of Northbrook, went on to study psychology and criminal justice at the University of Alaska-Fairbanks, where he earned two bachelor's degrees in 2002. While there, he was inducted into the Psi Chi national honor society for the field of psychology. He went on to study communications in a graduate program at Hawaii Pacific University in Honolulu, Hawaii. He transferred after one year to the University of Wyoming in Laramie, where he is currently finishing his master's degree in communication and journalism.

He spent the entire summer of 2003 working on his book, and expects the price to be between $6 and $8 for a small paperback copy. Breen said he decided to write the book after a friend encouraged him to publish a book as an important step toward a career in journalism, communication and law. He thanks Jonathan Matusitz for giving him the inspiration to write and publish his first book.

Breen fondly remembers his time in Lincoln and hopes he has made the community that was his home for a short time proud of his accomplishments.

[Ruth Halpin]

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