Here is what the readers are saying

A Masterclass in Human-Centered Business

In a world where chatbots and self-checkout kiosks have become the norm, The Book of Customer Service by Daniel Brewer feels like a breath of fresh air. It serves as a blueprint for how genuine human connection continues to drive business results.

Daniel’s approach reminds me of Charlie Munger’s mental models: deceptively simple principles that, when applied consistently, lead to outsized results. His “Ten Commandments of Customer Service” are very actionable. They demonstrate how systems thinking and intentionality distinguish thriving companies from those merely going through the motions. As Daniel wisely notes, “You cannot assume your customers will always be there for you. They could even leave you for reasons beyond your control.”

One of the standout moments is his story about the “Sandwich Nazi”—a vivid, almost painful example of how customer experience can go off the rails. It’s not a sanitized case study - it is raw, honest, and instantly relatable. You read it and think - Yep, I’ve definitely been on the receiving end of that.

Daniel's three-step interaction framework is another gem. It’s the kind of 80/20 insight that separates amateurs from pros - whether you’re handling tech support or closing enterprise deals. His observation that “Speed might get you a customer once. Quality brings them back” distills decades of wisdom.

The real magic of this book isn’t just in the tactics (though they’re excellent). It’s in the philosophy: customer service as a competitive moat in a world that’s increasingly commoditized. When everything else can be automated, human excellence becomes your unfair advantage.

Bottom line: Reading this feels like getting timeless principles that create asymmetric advantages for those who actually apply them. Highly recommend this book.

Namitha S.

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Absolutely critical reading for anyone in business

Customer service feels like both a lost art and one of the most important things a business can do to improve revenue and net profits. Daniel's book is an incredibly accessible and well-written master class in how to do it right. Growing up in the PNW, we also referred to the right way to do customer service as the "Nordstrom way," as it was once known for having the absolute best customer service. This book expands on that with a behind-the-scenes look at how to deliver exceptional customer service. I think it is a valuable read for anyone and everyone, as we are all, in one way or another, in the "customer service" business if we are employed.

This is a must-read - do yourself a favor and get it now.

Kimberley M.

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A great book that will strengthen your customers' attitude towards your business

Having just finished Dan Brewer’s book, The Book of Customer Service: A No-Nonsense Guide to Earning Trust and Keeping Customers Coming Back, I can honestly say it is the most comprehensive, concise, and meaningful guide on getting and keeping customers that I have ever read.

Comprehensive and Concise: The book is laid out in an organized manner that allows anyone in any business to quickly understand and utilize the most consequential concepts of accurate customer service.
Real-World Examples: The book provides numerous examples of instances where customer service was handled correctly, as well as those where it went off the rails and permanently damaged customer loyalty. These examples alone would be worth the price of the book.
Practical and Accessible: You’ll find that the chapters are written in bite-sized, logical portions that make them easy to understand and use in your business, no matter what business you are in or even in your daily personal life.

Buy the book, you will not regret it (nor will your customers!)

Chuck R.

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If you support or service customers, or support or service someone who does, you need to read this

Accessible!
Dan Brewer has crafted an incredible book on how all of us can improve and excel with top-notch customer service. The book is filled with real, relatable examples and easy-to-apply recommendations and best practices.
Back to accessible.
The writing is done so well, and the cost per book is so low, that if you have a customer service team of 1, 100, or 1,000, you should buy a copy for every team member. Even better, go through the book with the team, listen, and adjust policies and processes to become the customer service team your customers love.

Chris T.

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Real World Examples

The book has countless practical examples. I could relate to so many of them, having experienced both good and bad customer service. He provides examples from his own life and from well-known companies. These ideas apply to all businesses, regardless of size. They apply to people on the front lines, managers, and those behind the scenes. He addresses the changing economy and the myriad ways that technology is affecting our daily lives (e.g., tipping, self-checkout). The tone is friendly, not clinical.

Mark B.