I purchased this book to assist in staff training. I have found it to contain useful information. However, after the first chapter, it tends to repeat itself without introducing much new helpful information. There are lots of checklists for staff self-evaluations that, when scored, do not include information on improving their weak areas. Also, as this book was written for the UK, I have found the language to be interesting, but a slight drawback. There is quite a bit of UK slang (such as tatty, taken out of a skip, put a tick in the appropriate column, etc.). And there was an interesting, but not so useful for the US, chapter on British Telecom.