A、She is complaining to her manager. B、She is talking on the phone with her friend. C、She is talking with her friend in person.

M: I’m never going to that coffee house again!
W: Why? What happened?
M: It’s the third time in a week that I’ve had lousy service. I don’t expect five-star treatment, but I do expect service industry employees to be at least civil.
W: What happened this time?
M: I walked in and went up to the counter to place my order. The woman working there was talking to her friend, another customer. I stood there, clearly needing to be waited on and she couldn’t have cared less.
W: You mean she didn’t even acknowledge you?
M: Are you kidding? She didn’t stop talking for one second. When she finally took a breath, I told her my order. She gave me a dirty look and finally turned around to get my coffee. She practically threw it at me!
W: Well, maybe she was having a bad day. At least you got your coffee.
M: I got a cup of coffee, but not the kind I ordered. When I realized it, I went back to the counter and she was still talking to her friend. I interrupted her and told her that I got the wrong order. She had the chutzpah to try to tell me that I had made a mistake in telling her my order. Not only did she not take responsibility for her mistake, she tried to tell me that it was my fault!
W: That’s really infuriating. What are you going to do?
M: One good thing about her talking with her friend for so long is that 1 got her name. I’ll be calling the manager to complain.
W: Aren’t you overreacting?
M: No, I’m not. She’s lucky I didn’t pour the coffee over her head!
Questions:
19. What was the waitress in the coffee shop doing when the man ordered his coffee?
20. What is the most infuriating thing according to the man?
21. What is the man going to do next?