manager and consultant service

I am sitting in your African Branch in alberton. One if your consultants assisting your client who is trying to get information the consultant refuses to assist the client cause of her attitude. As witness the first person to raise their voice was the consultant. The client went to complain the the manager the manager on duty did not assist the client and told her to go back to the que if she wanted another consultant.. She carried on laughing as the situation wasn't sersious. Another consultant went to defuse the situation before the manager even got up from her seat. You have people in positions to deal with situations which obviously they incapable to do so.