Bad service, bad employees

Fastway takes forever to deliver. I also have a problem with one of your employees from Polokwane depot. The guy is very rude, he does as he please. First delivery he told me he's in a rush so i must just meet him along the way, about 20km from my place. 2nd delivery he did the same, 3rd delivery he kept my package with him for more than 3 days, when i call to enquire he becomes rude and tell him never to call him he will deliver at his own time when he can. He even hung up on me. How did you train your employees?