I believe that most of the staff at Lenwell would benefit from Equality and Diversity training. There is an assumption that staff can talk to members of the public in any shape or fashion. In my experience, a true professional has excellent listening skills, demonstrates integrity, shows great patience and furthermore learns the qualities /characters of people from divers cultures. There is a behaviour that is evident amongst staff in Lenwell: that has serious concerns. Shouting at member of the public, hanging up the phones duration conversations and speaking inappropriately and ill of potential customer is very very poor.Staff must demonstrate a good and fair listening ear.