Employee Communication Skills

I tried to assist a customer who currently has franchise stores for his brand and is seeking to purchase from CCBSA. The person responsible for opening new accounts namely Priyasha, who I thought I knew and would be able to assist , firstly does not return a call and was very rude, negating any sort of helpfulness and making unnecessary recommendations that the customer must purchase elsewhere without her willingness to understand who the customer is or the willingness to arrange a meeting with the customer let alone merely take down the customers contact details to make further contact an eliminate me as the 3rd party. For a person responsible for acquiring new business, plus knowing her for many years, I am shocked and appalled at her communication skills, relationship marketing and the systematic steps taken for new business acquisition and personally, I would never do this to any of my customers so I don't expect anyone else to do that and to top it all, it has no effect on me. I don't have anything personally against her as she usually is a wonderful person but I am sorry, employees of these sorts, need to go back to the training board and the sales coaches need to be reviewed as they too are clearly not doing their jobs correctly. Mannerism is vital in customer retention and despite having self selling brands, if customer retention is not maintained, don't expect the brand to last forever as you are dealing with humans who are full of emotions and need good services, end of story.