Rude staff

I have been with Capricom for a week, the fiber runs through vumatel, since last night 7pm we have had an outage, when I phoned last night the guy that helped me was really helpful and friendly, when I phoned this morning another lady answered and was rude and not helpful at all, just said she does not have any info, I phoned back again and they put me through to a guy and again this employee was really helpful and friendly and emailed vumatel for more info and in 10 minutes he phoned me back and gave me an update, this was around 1pm. I phoned again now at 4pm and a lady transferred me to a guy that was sooo rude!!! He spoke to me as I was a child, then I asked to be put through to management and the call dropped, they phoned me back and I spoke to Heidi that works in HR, she was so friendly and helpful and explained everything so calmly even though I was very mad at how I was treated by the previous employee. To get to the point, people learn your employees how to speak to clients and not be rude if we phone for a update! This is absolutely a big reason why people take their business elsewhere!! Thank you to Heidi for being so understanding and helpful! I hope that the rest of the staff will learn from you on how to talk to clients.