Alright!

HS: can I help?
Cust: my friend and I had and appointment at 11:00 and 11:20
HS: ok... (turns to EM) what time is it now?
Cust: (interrupting) I'm not going to have my appointment but my friend will have hers... I did try to phone the store but no one was answering. I left a message but as I couldn't speak to anyone (glares at EM) I do apologise
HS: right! (turns to EM again) what time is it?
EM: 11:20
HS: do you want to go down stairs then?
Cust: she can't walk very well she's cut her ankles so she will need a seat
HS: (to custs friend) oh no are you alright? Can you make it downstairs?
Cuts friend: I can do it just slowly
EM: we do have an upstairs fitting room if it's easier?
Cust friend: I'll be ok
Cust: so I'll pick her up in an hour
HS: the fitting only takes 20 minutes
Cust: yes but she has to pick her bras and pay
(EM walks off...)
Cust: so I'll be back at 12:30

(is this custs friend stupid/can't talk for herself/has the speed of a snail? Plus we only missed one phone call this morning... Unless like all the other dullards she was calling at 8:30 in the morning)