Jenny was a customer service representative for a paper distribution company. She always made sure to meet each customer's needs. She was friendly and gave the customer options and alternative solutions to their problems when available. She always made them feel in control. However, when she got back her feedback report, it was good, but not great. She decided to ask her coworker Deborah how to go the extra mile.

Deborah mentioned remembering the customer's name and using it frequently and returning customer calls promptly. after implementing all Jeffers tips, Jenny saw a rise in customer satisfaction in her next feedback report.