Completely not customer focused. They do not care about the customers. Communicate in an unprofessional manner, when made mistakes did not even say sorry. I would say the senior manager should train the staff how to behave, because for me they seem lost in what they are doing, and dont see the customer as the focus of their business. Would not be surprised if they go bankrupt, with this type of staff the future is quite sad.
What agent could do to change your mind?
Communicate better, be polite, acknowledge your mistakes