Early in my career, an account manager illustrated great customer service to me with this analogy: Let's say you go to an ice-cream stand and they're friendly, seem happy to serve you, and make you feel valued. Then, they do something you didn't even ask for or expect—they give you an extra scoop! Where would you go for ice cream next time? Why would you go anywhere else?So let me ask you—whatever happened to getting that Extra Scoop? It seems that customer service has bec...