How should a service consultant handle a ringing phone while assisting a customer at the write-up desk?

When a service consultant is faced with a ringing phone while attending to a customer at the write-up desk, briefly answering the phone and then focusing back on the customer is the most effective approach. This method demonstrates respect for both the customer present and the one calling. It acknowledges the importance of the inquiry on the phone while ensuring that the customer who is already in front of you doesn't feel neglected or undervalued.

Answering the phone briefly allows the consultant to quickly determine whether it’s a simple question that can be resolved quickly or if a callback would be necessary. This ensures that the customer's needs are addressed without significant delay, maintaining good customer service standards.

Other approaches, such as ignoring the phone entirely or allowing it to go to voicemail, may leave both parties feeling unattended. Engaging in a lengthy conversation while with a customer can also create a poor customer experience, as it prioritizes the caller over the person who is currently receiving in-person service. Thus, briefly addressing the phone call is the most balanced and customer-centric approach.