Consultant Assisting out of scope

This morning I made a terrible mistake and ended up in need of help from the revolving loan department at FNB. First I called general inquiry who were unable to assist but did transfer my call to another department. A lady by the name of Rosetta Mcilroy from the risk department answered. I stated my problem and she kindly informed me that I was put through to the wrong person but I must give her a moment and allow her to see if she cannot perhaps assist. Rosetta really was so friendly and helpful. She even took time to point out some valuable information I did not know about the facility I have with FNB. Kindly give recognition to this lady in the manner how she conducted herself and assisted me. From a customer view she could have easily also transferred me to someone who should deal with my situation, instead she was a customer custodian and took time to assist me. This is the kind of employee who I will appoint and look after as she looks after the customers. Well Done Rosetta and well done FNB for employing her.