Bad attitude

So, how does one become a manager whereas she can not speak to a customer, as a customer, I am allowed to ask what could be wrong should a system decline, knowing that I have enough funds in my account, to find manager like Mpho at Truworths Bochum Branch that careless about customer service and shout at us for our lack of knowledge and unable to reassure us as clients that we shall obtain assistance should we encounter that any issuses with our accounts. Can we please correct our attitudes towards clients.