There is training provided around client service and service delivery to all of our staff, regardless of whether they are at call centres in person or are processing staff, to sensitize them to these issues.
That said, these are not issues that we frequently have to deal with. The fact that they occur so rarely does mean that from time to time the staff may be caught off guard. We certainly do provide a training program specific to dealing with clients in all sorts of circumstances.
We also do have a quality-monitoring program, whereby we regularly listen to the engagements between staff and clients to ensure that the quality of the interactions is what we would want it to be.