Question

The phone is ringing in a very busy shoe store with customers already waiting.

A) Let it keep ringing until it stops
B) Answer the call quickly and put the customers on hold
C) Finish assisting the current customers before answering
D) Ignore the phone and focus on the in-store customers

Answer 1

In customer service, it is important to balance the needs of in-store customers with incoming phone calls professionally. Answering the phone quickly and offering to hold is often an optimal solution.

Step-by-step explanation:

The dilemma presented is a common situation in customer service, where an employee must balance the needs of in-store customers with incoming phone calls. The appropriate action varies depending on the store's customer service policy, but a professional approach is often to answer the phone quickly, inform the caller that you are currently assisting other customers, and offer to place them on a brief hold.

This acknowledges the caller while also respecting the time of those who are physically present. It is similar to knowing the etiquette of when to place the napkin on your lap at a dining table, a sign of being attentive and respectful to the situation.