The customer service expert

So We have been discussing customer service via phone and online for some time now. Amazing responses from you all. We appreciate it so much, let’s keep it up and help good customer service prevail. So I had some questions in mind about how other professionals including those we have spoken about handle customers face to face. Would it be any different from over the phone and online? I visited a number experience centers one weekend to have an experience.I have not seen too much traffic in the various locations on most days but this time it was quite full to capacity with customers who needed assistance. First stop was MTN office which had some customers standing (first thing that caught my attention). There was a lady right by the door who I believe is to welcome customers and find out what they were there for and then direct them accordingly but she was not doing that. She was busy chatting with a man standing by her rather than attending to customers.  I did not see a smil