You are in a small, specialist store (let’s say an Optician, with many branches around the country ;)). You are speaking with the only assistant in the store, explaining what you would like to order. The store’s phone rings. The assistant says “Excuse me” and answers the call. The assistant continues to deal with the phone customer’s query, while you stand waiting… and waiting. Five minutes later, what would you do?
Would you –
A. Wait patiently for the assistant to finish the call.
B. Leave the store.
C. Something else.
Mr I was in that same situation the other day, and he chose Option B. I think I would have done the same, followed by a letter to the company suggesting some customer service training for their staff. I think if the assistant had explained, perhaps, that this was an urgent/emergency call which had to be dealt with promptly, I might have been ok about her talking for ages while I was standing waiting, but I can’t see that there could possibly have been any kind of emergency that had to be dealt with while I was being served.
Imagine visiting the doctor and, halfway through your consultation, he gets up and goes to attend to another patient, leaving you waiting. That wouldn’t happen, so why do some people think it is fine to break off what you are doing to answer the phone?