Airtel — Customer care support person not responded properly

I had an issue in my payment so that I called to customer care and explained but the customer care person named kouser, she not understand what is my query and simply she answering with improper response. Customer care person should behave politely and should ask the queries clearly and need to support as per their need but this person behaviour is not proper. She connected to manager and manager sorted my issue. Manager can sort the issue but customer care executive person could'nt have that much patience to sort it then why they are working as executive person. I need answer for that person behaviour.