No, I don't think this guy was rude. It's one thing to wait for a short phone call, but this one sounded very long and he was first. At places I've worked, phone calls are priority and we weren't supposed to put people on hold. The physical person standing there could see you and has been acknowledged. This can be a bit of a juggling act when you're by yourself. You can't keep people waiting forever. I think once it was determined this was going to be a very long phone call, she should have put that customer on hold and finished out the sale, or since there were several people up front, asked someone to help out, either by taking the call or helping the customer. An apology for the interruption and wait was in order, finishing out the sale without the attitude, and complaining to the next customer was wrong.