Life on the Phone is written based on more than 20 years in the thick of it and full of tips, tricks, advice and stories to help you get the best from you people.
"As someone who's been in the industry for more years than I care to mention, I very often get asked for tips and tricks of the trade, so I thought I'd put it all together in a book to make life easy.
When you work in an industry for long enough you make mistakes, you learn from them and you find out what works. Then you keep doing it until you become good at it. Then people start to ask you to do it for them and suddenly everyone thinks you're an expert and you start having to be really good at it"
"What you'll find in this book is things that work, I know they do because I've done them and I'm still doing them"