Sorry this is late been really busy. Just adding the link to my project for tomorrows 3rd day session. This project is linked to some training material on answering customer inquiries i have been working on for the South East Wales (SET) training group. The group kindly agreed that i could produce a blog to deliver this training. The idea being that staff would be asked to work through the blog which incorporates a mixture of newly created material and material drawn from sources on the web.