why do store employees put a phone customer in front of a customer standing in front of them?

Question

heres what gets me....when you stand at the customer service counter and an employee is waiting on you, and guess what? the phone rings and the employee leaves you standing while they wait on the person on the phone..that's garbage...you are there first, standing right in front of them and they put the phone customer first....this happens even at small businesses where the owner is waiting on you....

Answer 1

You know.....it pisses me off too!
Why is a great question.
I am glad you asked this because it needs to be addressed.
Maybe, the fact that the person on the phone has limited info or the service rep can not adequately control the sequence. It still is not right.

Answer 2

Because those employees were poorly trained in customer service techniques, and because most businesses are understaffed. Expecting floor help to cover a sales floor and answer phones is setting up a poor customer serice scenario.

However, it is possible for a salesperson to tell the in-person customer to wait just a moment, then answer the phone, put the caller on hold, and finish the transaction with the "live" customer before returning to the caller.

People with money in hand generally come before customers on the phone.

Answer 3

First of all, they want to stop the phone from ringing. Second, if you are in the store, you are probably going to buy something. The customer on the phone needs to be convinced to come in and buy. Except that you said you were at the customer service desk which probably means that you are asking for a refund. Do you really think the store is in any hurry to give you your money back?

Answer 4

I agree it is a tacky practice but you are already in the store and more likely to purchase. The person on the phone could easily hang up and search elsewhere. It is harder to recover a customer on the phone than one that is right in front of you. The person in the store may be less likely to go elsewhere because it would be a hassle.

It's all about sales.

Of course, when it happens to me, I walk out and take my business elsewhere...permanently!

Answer 5

I hate that too. It must be because you are a customer and the person on the phone is still a potential customer.

Answer 6

Because "Customer Service" has gone down the tubes! I've been all over the country and I see it ALL THE TIME, EVERYWHERE!

Answer 7

I know - drives me crazy!!! I took the time to come all the way down here and I get put 'on hold' for a phone call!!!!