There are some customers who want to be attended by a particular employee only, while some customers have a query that only selected ones are able to serve. We understand that every customer is important. That means no customer can be let down at any cost. But the misery arrives when their favorite to attendant is not available to take the call. What would you do if a customer calls and asks for a particular agent, who has struck in a jam on his way to office? What if a serious query has been raised by customer that needs the guidance of your master customer representative, who is delivering training in some other branch?