I had the PLEASURE of dealing with JOANNA BRIGGS today at your call centre. What a kind, considerate, patient and helpful person and member of your staff!!!! This lady is an EXEMPLARY member of your customer care team! If only all call centres employed JOANNA BRIGGS ....! She embodies EVERY aspect that ALL call centre employees should have: Empathy Compassion Knowledge of product Friendliness Humour Ability to "read" a customer (by this, I mean that I am a Glaswegian who, to some, can sound agressive/angry (even when I`m not!) ......... Joanna "read" me at every step of our communication, and used EVERY ONE of the, above, traits to deal with my issue in a prompt and professional manner). This lady needs to write your employee manual on how to deal with customers/the general public! WELL DONE JOANNA!!!