Daojiabang customer service Xu Zhiyao has outstanding performance, yet faces termination due to five complaints. She has an aunt imitate a washing machine's dog bark, teaches a customer to measure a refrigerator's waistline, and even has a customer who was clearly waiting for a technician while the order showed 'actively canceled', even being charged a fee. At the quarterly meeting, she restores the calls line by line, admitting to words she said wrong, and also discovers clues from mutually contradictory records. A string of letters hidden in the orders points to a long-shelved platform glitch. To give the customers an explanation, and also to keep her job, Xu Zhiyao must make everyone see the truth concealed by reports and standard scripts.