"Telephone contact"

On contacting the Mount Accrington reception this morning with an enquiry, I found the person that I corresponded with had a rather abrupt telephone manner even though I was polite with him. I have worked in the NHS for 28 years (now retired) and have worked on many reception areas for some of that time and know how busy they can be, but it infuriates me that this behavour is aloud to happen as a first line of contact. I do hope his face to face contact is much better.