What should a service consultant do when receiving a call while already engaged with another customer?

When a service consultant is engaged with another customer and receives an incoming call, taking the customer's name and number for a callback is a professional and effective approach. This method ensures that the caller feels acknowledged and valued, which is important for maintaining good customer relations. By collecting the caller's information, the consultant can later dedicate the appropriate time and attention needed to address their inquiries or issues.

This approach also helps in managing time efficiently since the consultant is already occupied and cannot assist the new caller immediately. It prevents the caller from feeling neglected and keeps the service flow organized. Additionally, when the consultant calls back, they can provide focused service, ensuring that the caller's needs are met satisfactorily.

The other options would not effectively manage the situation. Transferring the call may lead to confusion if another consultant is unavailable, ignoring the call can damage customer relations, and asking the caller to hold might not be considerate since it could leave them waiting indefinitely. Therefore, collecting the caller's name and number for a future callback is the most appropriate action to take in this scenario.