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hi Im my rut golden and welcome to customer recovery five keys to completely restoring customer confidence and regaining goodwill I became interested in customer recovery about 15 years ago it started when I had a canceled flight with American Airlines that canceled flight turned into two canceled flights and me spending more than eight hours at the DFW Airport not even arriving at my final destination until after 3 a.m. it was as bad as air travel gets and I vowed to myself that I would never fly American Airlines again and then eight days after my nightmare experience with American I got a letter in the mail and the letter took me by surprise because while I was very upset I did not call America and I didnt email I didnt docHub out to them in any way but yet they proactively sent a letter to me on the next few slides Im going to share with you details of that letter from American and share with you what I learned from that experience so my letter from American Airlines began dear