I just wanted to let you know about the exceptional customer service provided by Susan Monaghan. She could sense my confusion (and slight panic) over the rapback email we received and took the time to explain the process to me. Our agency does not perform many fingerprint-related searches, and Susan explained the process in a very user-friendly way. But even beyond that, I could tell that she genuinely cared about my questions and concerns and answered everything patiently and on my level (not condescending). It is very rare these days to encounter someone who cares about her work and the service she provides the way Susan does, and we as customers are truly fortunate to have her available to us. I appreciate Susan starting my week off on a very positive note!