Who is more important, the customer on the phone or the customer standing at your desk?

Both are important to a business, but the customer on the phone probably will not phone back, they will simply move on to the next number in the yellow pages, while the customer already at the desk is much less likely to turn around and walk out of the store.

As a consumer we all feel like it should be first come first served, but once you are in the shop most business figure they already have your money.

I think a lot of customer service people do this because you can SEE her on the phone... but the customer on the phone cannot see you. I have many times nicely asked people if in the future they could call the person back, since I was there first. Maybe if more people communicated that in a friendly manner customer service people would understand!

I do however get irritated if I call a store with a question about something, and they say I'm too busy. I asked some to check size and stock on something the other day and they bascially said - "too busy you need to come in"

...I didn't and they lost the and they lost the sale. I asked them to call me when it was slow and was told it wasn't going to happen.

They are equally important. But you are so right. I can't count the times that I had to wait by the receptionist in various offices, while she would be speaking on the phone.

One time after waiting 10 minutes at the doctors office to schedule another appointment, as the phone kept ringing. I sat down in the chair which was about 10 feet away from her desk, and called her from my cell phone. I immediately scheduled another appointment.

The receptionist should definitely take turns in responding to those that are calling, and waiting by their desk. They should ask the caller to please hold on, or take their phone number and get back to them. Of course she should be polite while doing so.

A receptionist must have the skills of multi-tasking.

The person standing at your desk. You can kindly ask the person to hold for a minute and try to assist or answer the question of the person standing in front of you. If the person at the desk needs extensive help, kindly tell them that you will assist them as soon as you are off the phone. The person at your desk can possibly be an immediate sale, public official or in need of help.

you both are important. If she was taking care of you 1st, she should put the caller on hold until her turn. If she was on the phone when you came in, she should kindly ask if you would wait until she was finished, and visa-versa.

The customer with the most $$$$ to spend.

i believe the customer standing at your desk for the simple fact, its face to face interaction. you can always tell the person on the phone to call back or your'll call him/her back.