Phone Calls While Helping Customers

(Cancels the policy “Phone Calls Personal and from Customers”)

All Employees

Phone Calls from Customers:

Salespeople, Repair, or anyone else is NOT to be interrupted for phone calls while helping a customer.

This is NOT ok. The customer you are with is the more important person that the customer calling for you. To take a phone call, while dealing with a live customer (in front of you) is insulting and demeaning to THAT customer.

Now before all you salespeople get upset over the RARE, “But I must take the call from Mrs. Money Bags…” just realize how rare that “must take” phone call really is. If you are expecting a call like this, and you feel it justifies insulting the person you are with then you must inform reception that you are expecting a “life will end if I don’t take it” phone call and from whom. In that RARE case you may be interrupted while assisting a customer in the store.

But please realize that it is an insult because by walking away you are telling the “in store” customer that the other one is MORE important than they are.

Phone Calls from Family and Friends:

Personal calls are not taken while you are with a customer.

Now before you get in an uproar because “My son/daughter might have just been in a drunken car accident and the cops found 60 pounds of cocaine in the trunk and they are being sent to the Federal Holding tank for rapists and child molesters,” obviously Reception CAN inform you of a death in the immediate family or incarceration of a drunken son-daughter-spouse. But let’s keep it real; this does not happen very often.