Customer Service vs. Common Courtesy

So I had a very interesting experience yesterday and wanted to share. Since so many of us have been involved in customer service oriented jobs (and some still are), I thought I would present things and see what all of you think about it.

I went to a local department store catalog desk to pick up an item I'd ordered online (much easier if you need to inspect and/or return for some reason). When I got there, another customer was at the desk to pick up an item, and she had a couple of small items to purchase as well. The rep started helping her, and I figured out that this was a frequent customer. There was a problem with a current order, and the rep was explaining the situation, steps she was working to resolver it, etc. The customer was very nice and everything was fine. Once that discussion was over, the customer got price checks on the two items, and then purchased them.

So we're done right??? Not a chance.

While getting the price check and purchase completed, the customer was scanning a catalog (to fill time, I assumed). Once she got her change from the rep, she immediately asked to place an order for an item in the catalog. Now, this requires 2 transactions. The rep has to input the order on the customer's behalf and THEN create another transaction for the in-store payment. So, 10 minutes into this thing, I'm still patiently waiting to pick up my one small item.

About halfway through the order, the customer vaguely says "You can help her first if you need to." Now, she never closed her other catalog or moved away from the counter, and the rep couldn't help me because she was in the middle of a transaction. So I keep standing there (about 15 minutes in at this point). The customer sends her 3 daughters to take her youngest son to the bathroom....oh wait....did I not mention the 5 kids and the grandparents who are also hanging around behind me??? How forgetful of me!

The rep finishes that transaction, and in the meantime, 2 other ladies have lined up behind me and the rep keeps having to answer phone calls (I guess the catalog desk is the "operator"). Once the customer gets her change (she keeps paying cash with different $100 bills - I'm thinking about mugging her at this point because she obviously has tons of cash on hand) she immediately hands her second catalog to the rep and asks to place ANOTHER order, which would require 2 more transactions. And by now.....the kids are back!! Good times! I have to admit, they were pretty well-behaved, but the basic noise of 5 kids creates lots of chaos. So I've been standing here for 20 minutes waiting to pick up ONE item, while this lady goes through 4 transactions (and I have an appointment to be at in 10 minutes).

The rep starts placing the order, and can I say "Thank GOD!" (literally) the items were not available for order online and out of stock in-store. Oh wait....did I ever mention that just to the right of me stands a computer desk for customers to place online orders in-store??? Why on earth would you use that when you can make 3 other people wait for an eternity for someone to do it for you?

20+ minutes into this thing, I finally get to pick up my one item, which requires that the rep print out the receipt for me to sign and to get the item from behind the counter. All of 2 minutes tops - which gave the lady in front of me just enough time to get 5 kids, grandma and grandpa, and her bags out the door, in the minivan, and out of the parking space next to mine! INSANE!!!

So my question is this: where do you draw the line on providing good customer service? At what point do you have balance the demands of one customer with the needs of another? And why is it that people don't seem to understand the basic concept of courtesy to others? I was just blown away by the whole experience, and am wondering if I'm completely crazy for feeling this way.

Let me know what you think.