Maybe the staff have been told that the customer is always right
Many years ago I was waiting to buy fabric in the John Lewis flagship store in Oxford street. A very grand old lady was being served with many yards of expensive brocade. A young man came to the front of the queue and began to address the assistant, diverting her attention from the task.
In a cut glass accent the old lady rebuked him "Young man, this assistant is attending to ME. Kindly go to the back of the queue and await your turn." Her manner was so frosty and intimidating that the rude customer slunk off, humiliated.
When it was my turn to be served, I told the assistant that I had trained my staff such that if anyone jumped the line or interrupted they were to say something like. "Im afraid Im attending to this lady/gentleman at present so can you please ask another asssitant or wait until Im free." Rude customers should ne put in their place by staff, as it is not the responsibility of the public to police their behaviour.
The girl replied "Customers may not always be right but in this store they are never wrong!"
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