Queen Leader came stomping to my and Fuminari's cubicle and reported that we performed badly on our charts. She then lay out the whole nine yards and asked us to provide GOLD service to the customer.

Now, what the HELL is a GOLD service?

According to Queen Leader's definition, is that to resolve customer's issue in one call, with such impact that it will give an excellent customer experience.

Wouldn't that contradict some problem when we provide the greatest service rendered to mankind, that we will encourage customer to call again? And don't forget these idiots are really stupid people with eagerness of a child, so when they received their new product, they keep calling us without stop. When we closed the call and asked them: "Is there anything else?" that they'll say no. However, 5 minutes later, they'll call back with another issue.

Another problem occured when our lousy performance is because our low call rate. Now, when we're having a low call rate, stuffed together with taking other department's call has caused our overall performance to plummet because we have a lower tolerance threshold on our matrices. Therefore, we got lousier performance by helping other people.

Now, tell me again, how do we provide GOLD service when all we get is lousy performance by helping other queue?