The correct answer is to silence the personal phone or turn it off during the customer interaction. This approach shows professionalism and respect for the customer's time, ensuring that the focus remains on their issue without any personal distractions. Placing the phone on silent or turning it off prevents interruptions and conveys to the customer that they are a priority. The incorrect answers suggest handling personal calls during a customer interaction or discussing personal matters with customers, which diminishes professionalism and may lead to customer dissatisfaction.