Edwards, a consultant, provides useful guidelines for customer service. Her background is what one typically thinks of as the hospitality industry, restaurants and hotels, but she helps readers understand that most businesses are now in "hospitality." She promotes an awareness of the importance of perception. Such things as body language and smell matter. The book emphasizes an understanding of customer service as a conversation. Edwards reminds readers that an interchange between a staff member and a member of the public is heard by and affects others. One example describes the service issues created by a couple's emotional breakup in a crowded restaurant. Each chapter has "Tips and Takeaways" summarizing key points and strategies. Although examples tend to be more anecdotal than research driven, research is explained in sufficient detail to be both relevant and understood. Notes cite a variety of classic and recent sources. Although the most detailed examples are from the hospitality industry, the book includes information on businesses that most readers will recognize, such as Staples and Barney's. The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels. --Eileen G. Ferris, Branford Hall Career Institute