Quality vs. Quantity
How do we balance these two concepts when trying to provide good customer service? Does the customer care whether or not they get heard or whether they get their issues taken care of. On the one hand, a customer talks to a human to listen and receives "uh huh, uh huh... we will get back to you, please hold" which offers the quantity notion by moving on to the next customer. On the other hand, a customer can get the full attention of a customer service representative and gets the problem heard and resolved in a certain amount of time (with other customers waiting or not even heard). Which would you want? A quantity of half satisfied customers or a lower number of quality satisfied customers. The ideal situation is to obtain both... quality and quantity, but the short term reality proves that you can't achieve both. Over time, you can establish a standard of quality and tweak that standard to better serve the masses and hence obtain quantity.