Our team is getting bigger. Oh yes, while our team supporting specialized PDAs & Projectors is getting bigger, me and Fuminari realized that getting a new guy isn't what we had in mind. However, being as we are, the management drones insist on throwing a new guy to our team.

This new guy is a PFY¹ and he seem to be eager on jumping on the bandwagon. There's a lot of question and I answered them as best I could. However, there will come a time where they will falter which I have no intention of seeing. How is that so? One of them asked me...

PFY: "How come you don't transfer the customer? Why you asked them to redial again?"
Me: "It's not the convenience but a matter of principle."
PFY: "How so?"
Me: "You see customers are like children."
PFY: "Okay..."
Me: "And like children, you need to enforce discipline in them."
PFY: "Won't they escalate?"
Me: "Yes, they do, but that's why we handle them a little more delicately..."
PFY: "And by getting them to call the other toll free is a good way?"
Me: "Yes. Let's for example we spoil them by transferring the call. And let's say one day the other queue is facing some call waits, what do you think customer would do?"
PFY: "Call us?"
Me: "That's right. So, we need to cut off their immediate approach. Though they may be sulky but at least they won't bother us with meaningless problems any longer..."

Sometimes I see a PFY and I wondered how much enthusiasm I had during my youth. Ah... those were the days. I've told them that when they chose me and Fuminari to head this team, we're pretty new and we have paved most of the processes and what they need to do is just to walk down the road.

¹ PFY is a reference I found from Fainswift which acronym for Pimpled Faced Youth.