4X4 has a great point about courtesy. The whole "I'm going to be on the phone when I'm in line" thing is stupid. When I worked the counter years back, I would ignore people who were on their cellphone as they came in. You give me your attention, you'll get mine in return.
And you definitely need to take into account that the poor guy behind the counter probably hates his job. That doesn't excuse them being rude, but don't get on their case about someting that's probably not their fault (again, if they're rude, they'll feel my wrath).
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