Acknowledge the person as soon as you are aware of their presence.
If you can’t talk immediately, let them know you are aware they are there. A wink, a hand motion, or more importantly give them a smile.

Ask if the telephone customer is able to hold, so you can determine who needs you the most.
Wait for the telephone customer’s reply before you put them on hold.

Remember: On the phone or in person, a customer is a customer and deserves excellent customer service.
If you are dealing with an irate customer whose got a problem:

Acknowledge the problem; don’t pretend it doesn’t exist.
Immediately apologize and communicate your sincere regret that the problem has occurred. Even if it wasn’t your fault.
Show empathy. Let the customer know you understand the situation.
Don’t make excuses. Concentrate on how you can fix the problem.
Take full responsibility for the situation. Take steps to make sure it doesn’t happen again.

Remember: Excuses don’t solve problems. The customer wants to know what you’re going to do to correct the problem and prevent it from happening again.

If the office morale or co-workers’ attitudes are less than acceptable:

Keep internal problems internal; don’t share them with your customers.
Make sure you customers are aware that errors are the exception not the rule.
Thank them for calling you to fix the problem. They could have taken their business elsewhere.
Take the initiative and give them a solution. Don’t make the customer invert or suggest a remedy.

Making personal phone calls or taking personal calls at work is a privilege.

Make personal calls as brief as possible.
Make or take as few personal calls as possible
Try to do you personal calls on your coffee break or lunch break.
Never let a personal call come before serving a customer or a co-worker.

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