Worse agency so far. Wish I had knew about this site before. They only care about making a sale - and things like lying, tricking, charging more than advertised (!) seem to be normal at that place. There is no customer support, poor, unresponsive personnel. Never dealt with worse lettings in my life (despite owning, letting and renting very, very often). Avoid if you can.
What agent could do to change your mind?
I suggest starting with basic skills - like not lying, communicating, taking (or at least pretending) interest, stopping rogue sales, trying not to cheat their customers, etc. Time for improvement will come later.