"Some hot headed people with no control on language and how to talk to a client" is how I'll describe them based on my experience. Problem started posted completion of my trip to Malaysia. I had couple of issues- one, car didn't come to pick me up at scheduled time and second, one of their local tour representative was very rude and unprofessional. When I brought this up to the attention of my travel planner, she promised to look into it. After some time, I followed up with her and she told me that it has been looked into and she will update me once she is back in India. After some days, I again followed up, she told me that the Malaysian representative has apologized. I told her to convey this to me in writing and I expressed my displeasure at the service- having to follow up again and again on my complaint. However, this tour planner became very rude and used very indecent language. This had happened on an earlier occasion also but I had ignored at that time. In my experience, they are not open to feedback if it is not positive. You can have a different view but you have no right to use bad language. I have paid you for service and If I don't get it I am well within my right to raise the matter. Grow Up. I would take appropriate action to address this. You guys need to set your house in order and the industry i which you are in, spend some resources to train your staff on courtesy and communication.
P.S. I am not revealing the name of tour planner as my wisdom doesn't allow me to make public her identity.