A sales associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she was already in line and should be next. What is the BEST response?

A sales associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she was already in line and should be next. What is the BEST response?

• A. Assure the customer who spoke up that she will be helped as soon as possible and proceed to help the other customer.
• B. Try to find another sales associate to help one of the customers.
• C. Allow the two customers to determine who should be helped first.
• D. Direct the second customer to an associate in another department.

Answer: (B)

Handling a queue when two customers believe they should be next requires fairness and teamwork. The best course is to call for another associate to assist one of the customers. This moves service along without bias, helps resolve the dispute quickly, and shows professional cooperation. It prevents the customer who spoke up from feeling ignored and keeps the line moving. Simply reassuring the first customer and proceeding can look unfair; letting the customers decide who goes next introduces unpredictability; directing the second customer elsewhere leaves one shopper unserved.

Handling a queue when two customers believe they should be next requires fairness and teamwork. The best course is to call for another associate to assist one of the customers. This moves service along without bias, helps resolve the dispute quickly, and shows professional cooperation. It prevents the customer who spoke up from feeling ignored and keeps the line moving. Simply reassuring the first customer and proceeding can look unfair; letting the customers decide who goes next introduces unpredictability; directing the second customer elsewhere leaves one shopper unserved.