I'm at the service counter and apparently I interr...

I'm at the service counter and apparently I interrupted the service advisor from playing her video game on her phone. As I sit and wait for them to help me, I am watching the staff actively work to discourage customers. I'm not sure what I'm watching. I have gotten to listen to the counter lady talk to the rest of the staff about scheduling weight loss surgery and the fact that her doctor also would like her to make an appointment at the spine center.