Poor customer service

Just recently, I had a plumbing company come to my home and fix a leaky tub faucet. The plumber fixed the problem; so it seemed, and left. I checked his work and it seemed to be fine; not long after it started leaking again. I called the company back and spoke to a women answering the phone and explained  the continued problem. Automatically she went into defense mode. I calmly let her know that it was not working and that is the original problem they came for in the first place. She than calmed down and said that she would send someone out to check the problem out. I had to lead by example and dictate the conversation in being calm and she followed suit. I guess redirection works and being positive worked in this instance. This was an external problem.