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We should have followed up immediately afterward with Ms. Lane to assure her how seriously we were taking her claims. It is important to note that the way we work with our customers after an incident like Ms. Lane’s has changed over the past few months, if this incident happened today, Ms. Lane would have received a call from our customer relations team making sure that we were providing her with thebest possible care during this difficult time. We’re continually focused on improving our customers’ experience and this is a positive change we have made in the last few months.

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