I really enjoyed the training. I though Barbara was a skilled tutor and got the group involved even at times of reluctance from the group. The discussions were lively and we were taken out of our comfort zones during the role play. Overall It has helped me reflect on my call handling techniques and provides tools to help deal with difficult callers.
The trainer was very clear and informative and open to any feedback and any questions. The way the material was presented was easy to understand. I found that the trainer encouraged participation and cooperation that lead to a good learning environment. The use of group work was particularly useful in this training course.