Final answer:
The best course of action when needing to answer the phone while talking to a customer is to excuse yourself, answer the new call, and arrange to call them back, which demonstrates respect for both callers and upholds excellent customer service standards.
Step-by-step explanation:
When working in a customer service role, deciding how to handle incoming calls while engaging with a customer can be a challenge. The professional and courteous approach would be the third option: Excuse yourself, answer the phone, and ask if you can call the customer back. This recognizes the importance of the customer you're currently speaking with while also acknowledging the new caller. Letting the new caller know that you will return their call as soon as possible is part of providing excellent customer service. It is important to respect every customer's time and showing this respect builds trust and loyalty.
While managing this scenario, keep in mind other good customer service practices such as maintaining a professional appearance, being focused on work, treating everyone with respect, being committed to the company's overall goals, respecting the authority of managers, and returning promptly from breaks. Adhering to these guidelines ensures that you uphold the company's standards of service and professionalism.