Lack of communication

I was at Telkom East Gate the other day for a simple SIM swap but because Lucky lacked communication s****s, I had to spend 30 mins to get this done. Its ridiculous how he was not able to explain exactly what he needed for me to swap out the numbers. Can these consultants(Especially Lucky) be trained to ask the CORRECT questions to enable easy communication and understanding thus eliminating TIME WASTING for the client.