First of all, she welcomed me and asked how she could assist despite my being irritated and grumpy

First of all, she welcomed me and asked how she could assist despite my being irritated and grumpy. The tone of her voice had a calming effect on me. I told her my problem which she promised to resolve immediately. She was reassuring me and apologizing all the time. The conversation was also ended with an apology from her. I felt that l am an important person.