9/10 people who I serve on phones ignore you and always take extra time to get their money/card out and pay, they usually try to add on bits to their order as well, so I can understand why some companies put signs up, people do walk out of shops that have long que ( I am one of those people ) so it makes sense to have people who are not distracted by trying to have a conversation with 2 people at once.
It might not be hard for some (BODY) to multi task with a polite manner but I can tell you hand on heart that it is very very rare that customers who are on the phone apologise or have a smooth transaction.
If I don't try to link/up sell or tell a customer about X event or some such nonsense then I can get underscored on a mystery shopper, it is my job to ask you that! If you don't like it complain to the company who demands this of us, no need to be rude to us for just doing our job.
I've had customers shout at me for offering them a product which is a cheaper price with same benefits and I quote ' if I fucking wanted that one I would have fucking asked for it, wouldn't I stupid?!'
We get abused daily and quite frankly when you are trying to do your best and are very professional and behaving in the way you are trained it is demoralising to then be treated like some skivvy who is so unworthy of a simple Please, Thank you.
It is my job to give my fullest attention to each and every customer and I take pride in giving the best customer service but it really doesn't seem to matter to a lot of the general public that come through the doors and I can see why a lot of retail workers end up with an attitude and poor job satisfaction.