How should an employee manage a phone call while serving an in-store customer?

The most effective way for an employee to handle a phone call while attending to an in-store customer is to excuse themselves courteously from the in-store customer and answer the phone. This approach demonstrates professionalism and respect for both the in-store customer and the caller. It allows the employee to acknowledge the needs of both parties, ensuring that neither feels undervalued.

By excusing oneself, the employee keeps the interaction polite and maintains good customer service standards. This helps to manage expectations and ensures that the in-store customer understands that their needs are still a priority, even as the employee addresses another customer through the phone. It also enables the employee to be fully engaged with the phone call, which could be important for resolving the caller's concerns efficiently.

In contrast, simply telling the in-store customer that they need to take the call could come across as rude or dismissive, leaving the in-store customer feeling unimportant. Moving the customer to the phone area might disrupt their shopping experience or make them uncomfortable. Ignoring the phone entirely could lead to missed opportunities or customer dissatisfaction on the phone line, potentially harming the business's reputation. Being courteous and managing both interactions effectively demonstrates a balance that is key in customer service.