Which action is NOT recommended under Be Courteous?

• A. Greet with a smile and use the customer's name.
• B. Do not answer the phone while meeting with the customer.
• C. Answer the phone while meeting with the customer.
• D. Listen to the customer's needs.

Answer: (C)

Staying fully present with the customer is a key part of Be Courteous. Answering the phone while you’re meeting with a customer is not recommended because it breaks the flow of the conversation, diverts your attention, and can make the customer feel like they’re not your top priority. That kind of distraction undermines the respect and focus you’re aiming to show.

By contrast, greeting with a smile and using the customer's name helps establish a warm, personal connection. Listening attentively to the customer’s needs demonstrates respect and a genuine interest in helping them. Not answering the phone while meeting with the customer aligns with courteous service, reinforcing that the current interaction has your full attention. If a call is unavoidable, you’d pause briefly, apologize, and either finish the discussion first or offer to return the call after you’ve wrapped up with the customer.