Jenny's cell phone had been giving her problems. Her calls were being dropped and her service was very bad in some areas. When she called her service providers customer service line, she wasn't getting any help. She had called twice and spent hours on the line with them, and she still wasn't any closer to her problem being solved. The third time she called she was angry when she complained to Roger that customer service agents Express empathy for her troubles. Roger told Jenny that she was his top priority and before the end of the day, her service issues would be solved.

Jenny apologized for reaching it Roger earlier and has been a loyal customer ever since.