Professional & courteous

When I rang up the phone was answered almost immediately which in my book is all ready a good start as I hate being on hold ages. The person that I spoke to was fluent English which was a bonus. She was kind and helpful and was quite happy to hold a proper conversation in between all the formal parts, which makes what normally is a chore, a pleasant experience. She didn't have a strict script to follow she came across as human and not a machine. Which is lovely as some call centre staff can get bored and tired and lose moral which comes across to costomers.
She was efficient and explained everything in full and was very understanding there was a couple of parts I diidnt understand and she explained them in a manner I could understand. All round it was a pleasant experience and I actually smiled after I put the phone down, usually I grumble when I buy insurance lol so please thank the lady on my behalf.