Today, I called to enquire about recovering my vehicle and spoke with Sally in the breakdown department. Unfortunately, she came across as entitled and rude, making the conversation more about her rather than focusing on my needs as a customer. Sally informed me that the AA could not attend because my vehicle has no MOT. I asked her where this policy is stated and where I could find this information. Instead of providing assistance, she had the audacity to say, "I feel that you're calling me a liar." Firstly, I do not know her well enough to make any such allegations. Secondly, I believe I should be able to ask for information without being met with defensiveness. Lastly, it feels inappropriate for her to make this situation personal. Since we are considering feelings, I would like to express that I feel nobody seems to care about the frustrations she might be experiencing as a staff member interacting with customers. It is important for employees to keep their personal frustrations separate from their roles. I believe if she is easily triggered by customer enquiries, she may not be suited for this position. Customers should not have to deal with individuals who bring their personal problems to work. All of the above are my feelings, much like hers regarding our interaction. I encourage you to train your staff to provide courteous service. Just as you expect civility from your customers, I believe the same standard should apply to your employees.