Kholiswa needs regular coaching

My mood went from 10 to 0 in a call that lasted just under 5 minutes and the reason for this is because of Kholiswa. I missed a call from a *** number and I searched on the internet to find out who it was. I found that it was CCD and I called back. Now if you listen to your IVR carefully you will hear clearly that you have advised us customers to either have a reference number or ID number handy. I did not receive any reference number so the next best thing is my ID number. Your agent, Kholiswa, was so quick to s**** the idea of me providing her with my ID number. She was too quick to jump to my cellphone number and with a sarcastic response "you don't know what parcel you are waiting for"...now this is not a manner of interacting with customers. Unfortunately, I suppose we do not have a choice in terms of who our banks should use for deliveries because this type of attitude in a customer service division is appalling. May I suggest that you do some regular training and coaching sessions on empathy and customer service as a whole just so customers won't have to write reviews such as these in future. I've been in the client service industry for over 10 years so trust me when I say that I can even pick up how a person is seated when on a call. Train Kholiswa please.