Guidance on how to handle such calls has now been added to Molly under the ‘At Work’ section. It includes information on understanding why a customer may be behaving in a certain way, how to handle such situations effectively and when/how to terminate a call if necessary. Please go to ‘Advice and Guidance’ where you will find the full document and also a handy one page ‘Quick Guide’.
If you have any questions about this guidance, please contact Louise Bircher, Customer Care Manager.