Pathetic service from 2 client services consultants

Please remove Thato from client services with immediate effect, take her back to training and teach her some soft skills, emotional intelligence and dealing with difficult customers. She failed the brand dismally. While at it, take Tebogo from client services the art of escalating issues beyond her job scop, teach her responsibility with queries, to see a query through right till the end even if its the worse case.... What a painful "Client services" experience