Acknowledge the Waiting Customer
Balance acknowledgment of a waiting customer with attention to the current customer.
One customer is mid-service; another is close enough to need acknowledgment. What should Jae do? Briefly acknowledge the waiting customer with a time cue, then return to the current customer's sentence. Strong. This protects both relationships: the waiting customer is seen, and the current customer keeps continuity. Ignore the waiting customer until the warranty claim is fully complete. This protects the current task but violates acknowledgment. The waiting customer has to guess whether they have been seen. Pause the current customer and diagnose the cracked phone immediately. This overcorrects. It signals urgency but damages competence by dropping the active service…
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