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As a customer service officer it is important to deal with the customer first but at the same time the phone call needs to be dealt with. After asking the details of what the customer needs you can excuse take the phone call. We can take the number and follow up. As customer service personal you need to be vigilant and should be able to multitask.
In terms of answering your personal phone- indeed it's very rude and you should never do that
When it comes to work phone- you may excuse customer and check with him whether it's ok you take the call. It's a matter of being respectful to the customer that you currently dealing with, but also to not to loose potential enquiries etc.
There are some situations, that you should not take any calls but to deal with the current customer, like for ex. when guest is complaining at the reception desk, he is very upset and than you know, you should not suppose to do anything to worsen the situation.
When u are with a customer and u get a phone call, u excuse the customer ina polite manner and then u answer the call. Maybe it might be another customer who wants to talk to u
It looks rude to answer it immediately while you are with a customer , instead just by looking which person is calling you can make it silent , if its really an important call you can politely ask the customer to excuse you to attend the call, its more a friendly way to handle.Care must be taken that when you are on call , you don't make it too long as costumer may feel avoided , uncomfortable or he may come across a thought of lack of service.
There is no hard and fast rules to consider attending call a rude behaviour! We shall not give a room for the customer to feel that he/she is taken for granted to attend often phone calls. Also, customer shouldn't be given an impression that it is better to deal with him over phone rather coming over here personally.
As a customer service representative, having a personal phone/mobile is strictly prohibited in most of the companies and yes, it is rude or unprofessional if you answer any calls from your personal mobile or even just having a glimpse on it. We as a customer service representative should and must be focus to our customers, clients and give must give them the best customer service approach to help and satisfy their needs. Emergency calls can be convey through our Superiors or Managers.
To simply answer this question, yes, it would be rude to answer your phone even if it's an emergency. It is even considered rude to have a glimpse of your phone when you're in front of customers.
There are actually companies who prohibits usage of phones and even carrying them in your pockets so you should not even be aware of your phone ringing. Additionally, emergency situations can be conveyed through your team leaders or managers.
If you must interrupt the conversation, say to the person, “Please excuse me for a moment I’ll be right back.” And when you return, say, “Thank you for holding.”
Always treat every caller with the utmost courtesy and respect by giving him/her your undivided attention.
When you look at the importance of the call, the only type of calls you should answer at this time emergency calls only ,
For example pregnant wife going into labor , potential death of family member ..etc
In this case the customer is aware about the situation and will understand .
You can call back after you finished the matter with current customer, that better way to prioritize things
