I was dealing with a customer, a customer where the previous agent had basically set them up service which is good but it was like a week out from when they wanted the actual done but after actually going through the notes they were very upset but after going through the notes and you know reading everything understanding like for the situation of the appliance that the actually had they could actually get service the next two days so that cut the time tremendously down once I explained that and let them know that I can't help them by correctly setting up the the accurate accurate excuse me time frame then they were very pleased with the situation and it was very good ending result for me and the customer because they no longer was upset and they actually I wanted to speak to my manager as well to let her know I did a great job so that was a good thing