Protea Glen mall Pick n Pay service

On the 07\10\2025 (8am) i went to Protea Glen mall Pick n Pay to get fat cakes we stood there for over 15min while people were chatting with freinds with zdero service until this short guy came across but was busy filling the warmers with water to keep the food warm i ordered 7 fat cakes from him and was nice enough to explain what his currently busy with and referred the other lady who was standing to come assist as she came there her friend came there and they started talking leaving me hanging again then the friend started ordering before me yet she found me there when i told her i was there before the lady she just looked at me and continued gossiping so now i need to understand how do you guys define customer service and whose priority the customer or do we have to have people we know to get service in the shop some staff training is needed for customer service