Knowledgeable and kind approach when handling clients

It’s a pitty I forgot her name, but I was assisted by a young lady who not only listened but made sure to check that the solutions she was giving me were viable, was understanding and reassuring. She referred me Naeela (spelling is probably wrong) who started my process, but then Naeela called to refer me to a department - not a person, not a fan of sending mails to a department, also believe this isn’t a generic offering and neither is my request so now having to speak to a random someone or anyone who picks up my email on the other side is the reason I gave y’all 4 instead of 5, I should have a consultant handling this process and they must be able to answer all questions. But luckily I already had my questions answered by the first young lady and was sorted.