I'm sorry the lady on the telephone was so difficult. I wonder why she was like that. Do you have a strong accent? I have magazine editors in Scotland and their Scottish accent is so hard to understand, I prefer they communicate by email because I can't understand half of what they say on the telephone.

Anyway, in your story, the lady seemed to get over her weirdness, but I'm sorry it made you feel bad. Take notice of the majority of customers who presumably understand just fine. Maybe this one had hearing problems!