Isn't It Called Customer "Service" For A Reason?

Michael and I had an interesting encounter at our local Food Lion that really got me thinking about what customer service means to different people. Let me paint you a little picture...

We only have a few items in the cart, so we approach the "Express Lane." The lady in front of us is completely blocking the conveyor belt, even though all her groceries have now been scanned and bagged and her husband is paying. Michael politely asks her if he can set down the two 2-Liter Cokes in his hands onto the belt since she is, after all, not using it. She promptly ignores him. Twice. But Miracle Ear eventually moves and Michael dutifully loads everything onto the belt, while I go up to the swipe-y key pad to pay. The girl bagging groceries bags them, then lets them pile up behind her. Hesitantly, Michael begins place the bags in our cart. They have the following exchange:

Michael (Jovially): Hey-I'm kinda doing all the work here!
Bagger Chick (Whiney Southern Accent): Yeah, I know, but I don't like loading those little blue carts [like you have].
Michael (internally): Right, but isn't that, I don't know, your job?

I was pretty shocked that she would actually say that. To our faces. I have countlessly wanted to say smartass things to customers in my (many) jobs, but when you work in customer service you are expected to smile politely and apologize frequently, even if you've done nothing wrong. I've perfected the fine art of apologizing for things beyond my control.

"I'm so sorry your lucite key chain broke when you dropped it. It's totally my fault for the shoddy craftsmanship of a breakable substance being dropped on the ground. Let me give you a brand new one, free of charge!!"

"I am so sorry your ribeye steak had pieces of fat on it. Let me apologize profusely for a fatty piece of meat being fatty and get you a new one, free of charge!"

"Oh my gosh, I am so sorry your white leather handbag got dirty when you placed it in a puddle of red wine. Obviously this is our fault and I will have it cleaned for you, FREE OF CHARGE!!! THANK YOU, COME AGAIN!!"

I've spent half my life apologizing profusely for things I had nothing to do with, so it really miffs me when somebody working in customer service blatantly disregards their duties and does so with no apologies. I'm wondering if this is perhaps me coming from California to a small town community...? Or an isolated incident? Stay tuned...