"calculate the probability that a customers must wait before being facilitated"
Every customer needs to wait, even if it is only a fraction of a second. So the probability a customer must wait is 1.000.
ANSWER: 1
If the statement of the problem was supposed to say "...wait 5 or more minutes", then the question could be answered using the basic definition of probability:
number who wait 5, 6, or 7 minutes
P(wait 5 or more minutes) = ------------------------------------
total number