Do you have customers who are lovely people, but once they get you on the phone you can’t get them off? On a very busy day that situation could cause a big disruption for you. We aren’t saying you shouldn’t answer the phone or return their call, that would be a poor business practice indeed. But you might want to clear your call list of more urgent matters first.
Then you will have the time to spend with a talkative client without getting stressed. You can also make certain you have an idea what this client’s concerns are before you return their call. This will help when things start to drift off topic, as they will. If you have those talking points you can gently steer the conversation back to them, and perhaps end the phone call in a more timely manner.
If not, just sit back and listen. Sometimes you could even learn something new!