What is the best approach when balancing service between phone customers and in-store customers?

Excusing yourself courteously from the in-store customer is the best approach because it demonstrates respect and professionalism toward both the in-store customer and the phone caller. This approach acknowledges the presence of the in-store customer while also recognizing the need to attend to the phone call, which could be important.

By excusing oneself, the in-store customer is informed of the situation, making them feel valued and not neglected. It also sets a standard for effective communication, indicating that all customers, whether in-store or on the phone, deserve attention. This helps to foster trust and loyalty, as customers appreciate being treated with courtesy.

Other methods, such as simply telling the in-store customer to look around or moving them to a different location, may disrupt their experience and could cause frustration. Putting the phone caller on hold might also lead to dissatisfaction if the caller is left waiting for an extended period while the in-store customer's needs are prioritized. Balancing the needs of both types of customers requires tact and attentiveness, which is best achieved through a courteous interaction.