관리-도구

편집 파일: 1608005820.M999494P32287.server.saraya-global.com,S=193513,W=196108:2,

Envelope-to: jaisone@saraya.com.my
Delivery-date: Tue, 15 Dec 2020 12:17:00 +0800
From: "(Online) Difficult Customer Behaviour & Handling Complaints" <michelle@rk-rakan.com> 
To: "jaisone@saraya.com.my" <jaisone@saraya.com.my>
Date: Tue, 15 Dec 2020 12:16:17 +0800
MIME-Version: 1.0
Content-Type: text/html; charset=utf-8
Content-Transfer-Encoding: quoted-printable
Sender: newsletter@enewsletter2.com
Message-ID: <EQSVR00227faa72d5d4c40efb0ea8336e8c23414@EQSVR002>
Subject:  ***SPAM***  (Online) Difficult Customer Behaviour & Handling Complaints

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                                                                         =
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tion locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22tru=
e=22 name=3D=22endnote text=22 />=0D=0A                                  =
                                                                         =
                                                                         =
         <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unh=
idewhenused=3D=22true=22 name=3D=22table of authorities=22 />=0D=0A      =
                                                                         =
                                                                         =
                                     <w:LsdException locked=3D=22false=22=
 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22macro=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
toa heading=22 />=0D=0A                                                  =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22List=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewh=
enused=3D=22true=22 name=3D=22List Bullet=22 />=0D=0A                    =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22List Number=22 />=0D=0A =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22List =
2=22 />=0D=0A                                                            =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 n=
ame=3D=22List 3=22 />=0D=0A                                              =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22List 4=22 />=0D=0A                                  =
                                                                         =
                                                                         =
         <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unh=
idewhenused=3D=22true=22 name=3D=22List 5=22 />=0D=0A                    =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22List Bullet 2=22 />=0D=0A=
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22List=
 Bullet 3=22 />=0D=0A                                                    =
                                                                         =
                                                                <w:LsdExc=
eption locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22t=
rue=22 name=3D=22List Bullet 4=22 />=0D=0A                               =
                                                                         =
                                                                         =
            <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 =
unhidewhenused=3D=22true=22 name=3D=22List Bullet 5=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22List Number 2=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22List Number 3=22 />=0D=0A                                             =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22List Number 4=22 />=0D=0A                        =
                                                                         =
                                                                         =
                   <w:LsdException locked=3D=22false=22 semihidden=3D=22t=
rue=22 unhidewhenused=3D=22true=22 name=3D=22List Number 5=22 />=0D=0A   =
                                                                         =
                                                                         =
                                        <w:LsdException locked=3D=22false=
=22 priority=3D=220=22 qformat=3D=22true=22 name=3D=22Title=22 />=0D=0A  =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Closin=
g=22 />=0D=0A                                                            =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 n=
ame=3D=22Signature=22 />=0D=0A                                           =
                                                                         =
                                                                         =
<w:LsdException locked=3D=22false=22 priority=3D=221=22 semihidden=3D=22t=
rue=22 unhidewhenused=3D=22true=22 name=3D=22Default Paragraph Font=22 />=
=0D=0A                                                                   =
                                                                         =
                                                 <w:LsdException locked=3D=
=22false=22 priority=3D=220=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22Body Text=22 />=0D=0A                                  =
                                                                         =
                                                                         =
         <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unh=
idewhenused=3D=22true=22 name=3D=22Body Text Indent=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22List Continue=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22List Continue 2=22 />=0D=0A                                           =
                                                                         =
                                                                         =
<w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenus=
ed=3D=22true=22 name=3D=22List Continue 3=22 />=0D=0A                    =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22List Continue 4=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Li=
st Continue 5=22 />=0D=0A                                                =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Message Header=22 />=0D=0A                          =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 priority=3D=2211=22=
 qformat=3D=22true=22 name=3D=22Subtitle=22 />=0D=0A                     =
                                                                         =
                                                                         =
                      <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Salutation=22 />=0D=0A     =
                                                                         =
                                                                         =
                                      <w:LsdException locked=3D=22false=22=
 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Date=22 />=
=0D=0A                                                                   =
                                                                         =
                                                 <w:LsdException locked=3D=
=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
Body Text First Indent=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewh=
enused=3D=22true=22 name=3D=22Body Text First Indent 2=22 />=0D=0A       =
                                                                         =
                                                                         =
                                    <w:LsdException locked=3D=22false=22 =
semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Note Headin=
g=22 />=0D=0A                                                            =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 n=
ame=3D=22Body Text 2=22 />=0D=0A                                         =
                                                                         =
                                                                         =
  <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhen=
used=3D=22true=22 name=3D=22Body Text 3=22 />=0D=0A                      =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Body Text Indent 2=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Bo=
dy Text Indent 3=22 />=0D=0A                                             =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22Block Text=22 />=0D=0A                           =
                                                                         =
                                                                         =
                <w:LsdException locked=3D=22false=22 semihidden=3D=22true=
=22 unhidewhenused=3D=22true=22 name=3D=22Hyperlink=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22FollowedHyperl=
ink=22 />=0D=0A                                                          =
                                                                         =
                                                          <w:LsdException=
 locked=3D=22false=22 priority=3D=2222=22 qformat=3D=22true=22 name=3D=22=
Strong=22 />=0D=0A                                                       =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 priority=3D=2220=22 qformat=3D=22true=22 name=3D=
=22Emphasis=22 />=0D=0A                                                  =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22Document Map=22 />=0D=0A                               =
                                                                         =
                                                                         =
            <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 =
unhidewhenused=3D=22true=22 name=3D=22Plain Text=22 />=0D=0A             =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 semihi=
dden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22E-mail Signature=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22HTML Top of Form=22 />=0D=0A                                          =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenu=
sed=3D=22true=22 name=3D=22HTML Bottom of Form=22 />=0D=0A               =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 semihidd=
en=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Normal (Web)=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HT=
ML Acronym=22 />=0D=0A                                                   =
                                                                         =
                                                                 <w:LsdEx=
ception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22HTML Address=22 />=0D=0A                               =
                                                                         =
                                                                         =
            <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 =
unhidewhenused=3D=22true=22 name=3D=22HTML Cite=22 />=0D=0A              =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 semihid=
den=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTML Code=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HT=
ML Definition=22 />=0D=0A                                                =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22HTML Keyboard=22 />=0D=0A                           =
                                                                         =
                                                                         =
                <w:LsdException locked=3D=22false=22 semihidden=3D=22true=
=22 unhidewhenused=3D=22true=22 name=3D=22HTML Preformatted=22 />=0D=0A  =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTML S=
ample=22 />=0D=0A                                                        =
                                                                         =
                                                            <w:LsdExcepti=
on locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22=
 name=3D=22HTML Typewriter=22 />=0D=0A                                   =
                                                                         =
                                                                         =
        <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhi=
dewhenused=3D=22true=22 name=3D=22HTML Variable=22 />=0D=0A              =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 semihid=
den=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Normal Table=22 />=
=0D=0A                                                                   =
                                                                         =
                                                 <w:LsdException locked=3D=
=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
annotation subject=22 />=0D=0A                                           =
                                                                         =
                                                                         =
<w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenus=
ed=3D=22true=22 name=3D=22No List=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Outline List 1=22 />=0D=0A        =
                                                                         =
                                                                         =
                                   <w:LsdException locked=3D=22false=22 s=
emihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Outline List=
 2=22 />=0D=0A                                                           =
                                                                         =
                                                         <w:LsdException =
locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 =
name=3D=22Outline List 3=22 />=0D=0A                                     =
                                                                         =
                                                                         =
      <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhide=
whenused=3D=22true=22 name=3D=22Table Simple 1=22 />=0D=0A               =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 semihidd=
en=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Simple 2=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
Table Simple 3=22 />=0D=0A                                               =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Classic 1=22 />=0D=0A                         =
                                                                         =
                                                                         =
                  <w:LsdException locked=3D=22false=22 semihidden=3D=22tr=
ue=22 unhidewhenused=3D=22true=22 name=3D=22Table Classic 2=22 />=0D=0A  =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table =
Classic 3=22 />=0D=0A                                                    =
                                                                         =
                                                                <w:LsdExc=
eption locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22t=
rue=22 name=3D=22Table Classic 4=22 />=0D=0A                             =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table Colorful 1=22 />=0D=0A      =
                                                                         =
                                                                         =
                                     <w:LsdException locked=3D=22false=22=
 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Colo=
rful 2=22 />=0D=0A                                                       =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=
=22 name=3D=22Table Colorful 3=22 />=0D=0A                               =
                                                                         =
                                                                         =
            <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 =
unhidewhenused=3D=22true=22 name=3D=22Table Columns 1=22 />=0D=0A        =
                                                                         =
                                                                         =
                                   <w:LsdException locked=3D=22false=22 s=
emihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Column=
s 2=22 />=0D=0A                                                          =
                                                                         =
                                                          <w:LsdException=
 locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22=
 name=3D=22Table Columns 3=22 />=0D=0A                                   =
                                                                         =
                                                                         =
        <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhi=
dewhenused=3D=22true=22 name=3D=22Table Columns 4=22 />=0D=0A            =
                                                                         =
                                                                         =
                               <w:LsdException locked=3D=22false=22 semih=
idden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Columns 5=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22Table Grid 1=22 />=0D=0A                                              =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Grid 2=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table Grid 3=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Grid 4=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22Table Grid 5=22 />=0D=0A                                              =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Grid 6=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table Grid 7=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Grid 8=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22Table List 1=22 />=0D=0A                                              =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table List 2=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table List 3=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table List 4=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22Table List 5=22 />=0D=0A                                              =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table List 6=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table List 7=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table List 8=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22Table 3D effects 1=22 />=0D=0A                                        =
                                                                         =
                                                                         =
   <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhe=
nused=3D=22true=22 name=3D=22Table 3D effects 2=22 />=0D=0A              =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 semihid=
den=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table 3D effects 3=
=22 />=0D=0A                                                             =
                                                                         =
                                                       <w:LsdException lo=
cked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 na=
me=3D=22Table Contemporary=22 />=0D=0A                                   =
                                                                         =
                                                                         =
        <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhi=
dewhenused=3D=22true=22 name=3D=22Table Elegant=22 />=0D=0A              =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 semihid=
den=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Professional=
=22 />=0D=0A                                                             =
                                                                         =
                                                       <w:LsdException lo=
cked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 na=
me=3D=22Table Subtle 1=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewh=
enused=3D=22true=22 name=3D=22Table Subtle 2=22 />=0D=0A                 =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 semihidden=
=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Web 1=22 />=0D=0A=
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Tabl=
e Web 2=22 />=0D=0A                                                      =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22tru=
e=22 name=3D=22Table Web 3=22 />=0D=0A                                   =
                                                                         =
                                                                         =
        <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhi=
dewhenused=3D=22true=22 name=3D=22Balloon Text=22 />=0D=0A               =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 priority=
=3D=2259=22 name=3D=22Table Grid=22 />=0D=0A                             =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table Theme=22 />=0D=0A           =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 semi=
hidden=3D=22true=22 name=3D=22Placeholder Text=22 />=0D=0A               =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 priority=
=3D=221=22 qformat=3D=22true=22 name=3D=22No Spacing=22 />=0D=0A         =
                                                                         =
                                                                         =
                                  <w:LsdException locked=3D=22false=22 pr=
iority=3D=2260=22 name=3D=22Light Shading=22 />=0D=0A                    =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 priority=3D=22=
61=22 name=3D=22Light List=22 />=0D=0A                                   =
                                                                         =
                                                                         =
        <w:LsdException locked=3D=22false=22 priority=3D=2262=22 name=3D=22=
Light Grid=22 />=0D=0A                                                   =
                                                                         =
                                                                 <w:LsdEx=
ception locked=3D=22false=22 priority=3D=2263=22 name=3D=22Medium Shading=
 1=22 />=0D=0A                                                           =
                                                                         =
                                                         <w:LsdException =
locked=3D=22false=22 priority=3D=2264=22 name=3D=22Medium Shading 2=22 />=
=0D=0A                                                                   =
                                                                         =
                                                 <w:LsdException locked=3D=
=22false=22 priority=3D=2265=22 name=3D=22Medium List 1=22 />=0D=0A      =
                                                                         =
                                                                         =
                                     <w:LsdException locked=3D=22false=22=
 priority=3D=2266=22 name=3D=22Medium List 2=22 />=0D=0A                 =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2267=22 name=3D=22Medium Grid 1=22 />=0D=0A                             =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2268=22 na=
me=3D=22Medium Grid 2=22 />=0D=0A                                        =
                                                                         =
                                                                         =
   <w:LsdException locked=3D=22false=22 priority=3D=2269=22 name=3D=22Med=
ium Grid 3=22 />=0D=0A                                                   =
                                                                         =
                                                                 <w:LsdEx=
ception locked=3D=22false=22 priority=3D=2270=22 name=3D=22Dark List=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2271=22 name=3D=22Colorful Shading=22 />=0D=0A   =
                                                                         =
                                                                         =
                                        <w:LsdException locked=3D=22false=
=22 priority=3D=2272=22 name=3D=22Colorful List=22 />=0D=0A              =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 priorit=
y=3D=2273=22 name=3D=22Colorful Grid=22 />=0D=0A                         =
                                                                         =
                                                                         =
                  <w:LsdException locked=3D=22false=22 priority=3D=2260=22=
 name=3D=22Light Shading Accent 1=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 priority=3D=2261=22 n=
ame=3D=22Light List Accent 1=22 />=0D=0A                                 =
                                                                         =
                                                                         =
          <w:LsdException locked=3D=22false=22 priority=3D=2262=22 name=3D=
=22Light Grid Accent 1=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2263=22 name=3D=22Me=
dium Shading 1 Accent 1=22 />=0D=0A                                      =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 priority=3D=2264=22 name=3D=22M=
edium Shading 2 Accent 1=22 />=0D=0A                                     =
                                                                         =
                                                                         =
      <w:LsdException locked=3D=22false=22 priority=3D=2265=22 name=3D=22=
Medium List 1 Accent 1=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 name=3D=22=
Revision=22 />=0D=0A                                                     =
                                                                         =
                                                               <w:LsdExce=
ption locked=3D=22false=22 priority=3D=2234=22 qformat=3D=22true=22 name=3D=
=22List Paragraph=22 />=0D=0A                                            =
                                                                         =
                                                                        <=
w:LsdException locked=3D=22false=22 priority=3D=2229=22 qformat=3D=22true=
=22 name=3D=22Quote=22 />=0D=0A                                          =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2230=22 qformat=3D=22tr=
ue=22 name=3D=22Intense Quote=22 />=0D=0A                                =
                                                                         =
                                                                         =
           <w:LsdException locked=3D=22false=22 priority=3D=2266=22 name=3D=
=22Medium List 2 Accent 1=22 />=0D=0A                                    =
                                                                         =
                                                                         =
       <w:LsdException locked=3D=22false=22 priority=3D=2267=22 name=3D=22=
Medium Grid 1 Accent 1=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2268=22 name=3D=22Me=
dium Grid 2 Accent 1=22 />=0D=0A                                         =
                                                                         =
                                                                         =
  <w:LsdException locked=3D=22false=22 priority=3D=2269=22 name=3D=22Medi=
um Grid 3 Accent 1=22 />=0D=0A                                           =
                                                                         =
                                                                         =
<w:LsdException locked=3D=22false=22 priority=3D=2270=22 name=3D=22Dark L=
ist Accent 1=22 />=0D=0A                                                 =
                                                                         =
                                                                   <w:Lsd=
Exception locked=3D=22false=22 priority=3D=2271=22 name=3D=22Colorful Sha=
ding Accent 1=22 />=0D=0A                                                =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 priority=3D=2272=22 name=3D=22Colorful Li=
st Accent 1=22 />=0D=0A                                                  =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 priority=3D=2273=22 name=3D=22Colorful Grid=
 Accent 1=22 />=0D=0A                                                    =
                                                                         =
                                                                <w:LsdExc=
eption locked=3D=22false=22 priority=3D=2260=22 name=3D=22Light Shading A=
ccent 2=22 />=0D=0A                                                      =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2261=22 name=3D=22Light List Accent=
 2=22 />=0D=0A                                                           =
                                                                         =
                                                         <w:LsdException =
locked=3D=22false=22 priority=3D=2262=22 name=3D=22Light Grid Accent 2=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2263=22 name=3D=22Medium Shading 1 Accent 2=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2264=22 name=3D=22Medium Shading 2 Accent 2=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2265=22 name=3D=22Medium List 1 Accent 2=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2266=22 name=3D=22Medium List 2 Accent 2=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 priority=3D=2267=22 name=3D=22Medium Grid 1 Accent 2=22 />=0D=0A=
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 priority=3D=2268=22 name=3D=22Medium Grid 2 Accent 2=22 />=0D=0A  =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 priority=3D=2269=22 name=3D=22Medium Grid 3 Accent 2=22 />=0D=0A    =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2270=22 name=3D=22Dark List Accent 2=22 />=0D=0A            =
                                                                         =
                                                                         =
                               <w:LsdException locked=3D=22false=22 prior=
ity=3D=2271=22 name=3D=22Colorful Shading Accent 2=22 />=0D=0A           =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 prio=
rity=3D=2272=22 name=3D=22Colorful List Accent 2=22 />=0D=0A             =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 priori=
ty=3D=2273=22 name=3D=22Colorful Grid Accent 2=22 />=0D=0A               =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 priority=
=3D=2260=22 name=3D=22Light Shading Accent 3=22 />=0D=0A                 =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2261=22 name=3D=22Light List Accent 3=22 />=0D=0A                       =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2262=
=22 name=3D=22Light Grid Accent 3=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 priority=3D=2263=22 n=
ame=3D=22Medium Shading 1 Accent 3=22 />=0D=0A                           =
                                                                         =
                                                                         =
                <w:LsdException locked=3D=22false=22 priority=3D=2264=22 =
name=3D=22Medium Shading 2 Accent 3=22 />=0D=0A                          =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 priority=3D=2265=22=
 name=3D=22Medium List 1 Accent 3=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 priority=3D=2266=22 n=
ame=3D=22Medium List 2 Accent 3=22 />=0D=0A                              =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2267=22 nam=
e=3D=22Medium Grid 1 Accent 3=22 />=0D=0A                                =
                                                                         =
                                                                         =
           <w:LsdException locked=3D=22false=22 priority=3D=2268=22 name=3D=
=22Medium Grid 2 Accent 3=22 />=0D=0A                                    =
                                                                         =
                                                                         =
       <w:LsdException locked=3D=22false=22 priority=3D=2269=22 name=3D=22=
Medium Grid 3 Accent 3=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2270=22 name=3D=22Da=
rk List Accent 3=22 />=0D=0A                                             =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2271=22 name=3D=22Colorful=
 Shading Accent 3=22 />=0D=0A                                            =
                                                                         =
                                                                        <=
w:LsdException locked=3D=22false=22 priority=3D=2272=22 name=3D=22Colorfu=
l List Accent 3=22 />=0D=0A                                              =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 priority=3D=2273=22 name=3D=22Colorful =
Grid Accent 3=22 />=0D=0A                                                =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 priority=3D=2260=22 name=3D=22Light Shadi=
ng Accent 4=22 />=0D=0A                                                  =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 priority=3D=2261=22 name=3D=22Light List Ac=
cent 4=22 />=0D=0A                                                       =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 priority=3D=2262=22 name=3D=22Light Grid Accent =
4=22 />=0D=0A                                                            =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 priority=3D=2263=22 name=3D=22Medium Shading 1 Accent=
 4=22 />=0D=0A                                                           =
                                                                         =
                                                         <w:LsdException =
locked=3D=22false=22 priority=3D=2264=22 name=3D=22Medium Shading 2 Accen=
t 4=22 />=0D=0A                                                          =
                                                                         =
                                                          <w:LsdException=
 locked=3D=22false=22 priority=3D=2265=22 name=3D=22Medium List 1 Accent =
4=22 />=0D=0A                                                            =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 priority=3D=2266=22 name=3D=22Medium List 2 Accent 4=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2267=22 name=3D=22Medium Grid 1 Accent 4=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2268=22 name=3D=22Medium Grid 2 Accent 4=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 priority=3D=2269=22 name=3D=22Medium Grid 3 Accent 4=22 />=0D=0A=
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 priority=3D=2270=22 name=3D=22Dark List Accent 4=22 />=0D=0A      =
                                                                         =
                                                                         =
                                     <w:LsdException locked=3D=22false=22=
 priority=3D=2271=22 name=3D=22Colorful Shading Accent 4=22 />=0D=0A     =
                                                                         =
                                                                         =
                                      <w:LsdException locked=3D=22false=22=
 priority=3D=2272=22 name=3D=22Colorful List Accent 4=22 />=0D=0A        =
                                                                         =
                                                                         =
                                   <w:LsdException locked=3D=22false=22 p=
riority=3D=2273=22 name=3D=22Colorful Grid Accent 4=22 />=0D=0A          =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 pri=
ority=3D=2260=22 name=3D=22Light Shading Accent 5=22 />=0D=0A            =
                                                                         =
                                                                         =
                               <w:LsdException locked=3D=22false=22 prior=
ity=3D=2261=22 name=3D=22Light List Accent 5=22 />=0D=0A                 =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2262=22 name=3D=22Light Grid Accent 5=22 />=0D=0A                       =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2263=
=22 name=3D=22Medium Shading 1 Accent 5=22 />=0D=0A                      =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 priority=3D=226=
4=22 name=3D=22Medium Shading 2 Accent 5=22 />=0D=0A                     =
                                                                         =
                                                                         =
                      <w:LsdException locked=3D=22false=22 priority=3D=22=
65=22 name=3D=22Medium List 1 Accent 5=22 />=0D=0A                       =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2266=
=22 name=3D=22Medium List 2 Accent 5=22 />=0D=0A                         =
                                                                         =
                                                                         =
                  <w:LsdException locked=3D=22false=22 priority=3D=2267=22=
 name=3D=22Medium Grid 1 Accent 5=22 />=0D=0A                            =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 priority=3D=2268=22 n=
ame=3D=22Medium Grid 2 Accent 5=22 />=0D=0A                              =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2269=22 nam=
e=3D=22Medium Grid 3 Accent 5=22 />=0D=0A                                =
                                                                         =
                                                                         =
           <w:LsdException locked=3D=22false=22 priority=3D=2270=22 name=3D=
=22Dark List Accent 5=22 />=0D=0A                                        =
                                                                         =
                                                                         =
   <w:LsdException locked=3D=22false=22 priority=3D=2271=22 name=3D=22Col=
orful Shading Accent 5=22 />=0D=0A                                       =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2272=22 name=3D=22Co=
lorful List Accent 5=22 />=0D=0A                                         =
                                                                         =
                                                                         =
  <w:LsdException locked=3D=22false=22 priority=3D=2273=22 name=3D=22Colo=
rful Grid Accent 5=22 />=0D=0A                                           =
                                                                         =
                                                                         =
<w:LsdException locked=3D=22false=22 priority=3D=2260=22 name=3D=22Light =
Shading Accent 6=22 />=0D=0A                                             =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2261=22 name=3D=22Light Li=
st Accent 6=22 />=0D=0A                                                  =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 priority=3D=2262=22 name=3D=22Light Grid Ac=
cent 6=22 />=0D=0A                                                       =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 priority=3D=2263=22 name=3D=22Medium Shading 1 A=
ccent 6=22 />=0D=0A                                                      =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2264=22 name=3D=22Medium Shading 2 =
Accent 6=22 />=0D=0A                                                     =
                                                                         =
                                                               <w:LsdExce=
ption locked=3D=22false=22 priority=3D=2265=22 name=3D=22Medium List 1 Ac=
cent 6=22 />=0D=0A                                                       =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 priority=3D=2266=22 name=3D=22Medium List 2 Acce=
nt 6=22 />=0D=0A                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 priority=3D=2267=22 name=3D=22Medium Grid 1 Accent=
 6=22 />=0D=0A                                                           =
                                                                         =
                                                         <w:LsdException =
locked=3D=22false=22 priority=3D=2268=22 name=3D=22Medium Grid 2 Accent 6=
=22 />=0D=0A                                                             =
                                                                         =
                                                       <w:LsdException lo=
cked=3D=22false=22 priority=3D=2269=22 name=3D=22Medium Grid 3 Accent 6=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2270=22 name=3D=22Dark List Accent 6=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 priority=3D=2271=22 name=3D=22Colorful Shading Accent 6=22 />=0D=
=0A                                                                      =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 priority=3D=2272=22 name=3D=22Colorful List Accent 6=22 />=0D=0A=
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 priority=3D=2273=22 name=3D=22Colorful Grid Accent 6=22 />=0D=0A  =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 priority=3D=2219=22 qformat=3D=22true=22 name=3D=22Subtle Emphasis=22=
 />=0D=0A                                                                =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2221=22 qformat=3D=22true=22 name=3D=22Intens=
e Emphasis=22 />=0D=0A                                                   =
                                                                         =
                                                                 <w:LsdEx=
ception locked=3D=22false=22 priority=3D=2231=22 qformat=3D=22true=22 nam=
e=3D=22Subtle Reference=22 />=0D=0A                                      =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 priority=3D=2232=22 qformat=3D=22=
true=22 name=3D=22Intense Reference=22 />=0D=0A                          =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 priority=3D=2233=22=
 qformat=3D=22true=22 name=3D=22Book Title=22 />=0D=0A                   =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 priority=3D=22=
37=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Bibli=
ography=22 />=0D=0A                                                      =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2239=22 semihidden=3D=22true=22 unh=
idewhenused=3D=22true=22 qformat=3D=22true=22 name=3D=22TOC Heading=22 />=
=0D=0A                                                                   =
                                                                         =
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                                                                         =
                                                           <div><span sty=
le=3D=22color: =23ffff00; font-size: 18pt;=22><span style=3D=22color: =23=
ffff00; font-size: 18pt;=22><strong><span style=3D=22font-family: Arial; =
font-size: 12pt;=22>22 December 2020, Online Training</span></strong></sp=
an></span><div><span style=3D=22color: =23ffffff;=22>HRDF Claimable</span=
></div>=0D=0A                                                            =
                                                                         =
                                                        </div>=0D=0A     =
                                                                         =
                                                                         =
                                      </td>=0D=0A                        =
                                                                         =
                                                                         =
               </tr>=0D=0A                                               =
                                                                         =
                                                                 <tr>=0D=0A=
                                                                         =
                                                                         =
                                           <td><span style=3D=22color: =23=
000000; font-family: verdana, geneva; font-size: 10pt;=22></span>=0D=0A  =
                                                                         =
                                                                         =
                                         <div><span style=3D=22color: bla=
ck; line-height: 107=25; font-family: Verdana, sans-serif; font-size: 10p=
t;=22></span>=0D=0A                                                      =
                                                                         =
                                                              <div><span =
style=3D=22font-size: 13=2E3333px; font-family: Verdana; color: =23000000=
;=22></span></div>=0D=0A                                                 =
                                                                         =
                                                                   <div s=
tyle=3D=22text-align: justify; =22><span style=3D=22font-family: Verdana;=
 font-size: 10pt; color: =23000000;=22>WHEN A CUSTOMER HAS A COMPLAINT, Y=
OU HAVE AN OPPORTUNITY TO SOLIDIFY YOUR RELATIONSHIP <br />=0D=0A        =
                                                                         =
                                                                         =
                                   Customers are becoming more educated, =
demanding and aware of the availability of goods and services in the mark=
et=2E Providing excellent service consistently is not only the key factor=
 of success of the organization but will also bring about long term profi=
tability=2E At the end of this workshop, participants will be able to und=
erstand the needs and desires of the customer and place these needs at th=
e heart of the business by integrating them with the organization=26=2382=
17;s strategy, people, business processes and technology=2E This program =
will explore the key elements involved in investigating a customer compla=
int towards identifying appropriate corrective actions in order to streng=
then effective long term customer-supplier relationship<br />=0D=0A      =
                                                                         =
                                                                         =
                                     </span></div>=0D=0A                 =
                                                                         =
                                                                         =
                          <strong style=3D=22color: =23666666;=22><br />=0D=
=0A                                                                      =
                                                                         =
                                              <span style=3D=22font-famil=
y: verdana, geneva; color: =23ff0000; font-size: small;=22>PROGRAM BENEFI=
TS</span><span style=3D=22font-family: verdana, geneva; color: =23000000;=
 font-size: small;=22><br />=0D=0A                                       =
                                                                         =
                                                                         =
    </span></strong></div>=0D=0A                                         =
                                                                         =
                                                                         =
  <div>=0D=0A                                                            =
                                                                         =
                                                        <div></div>=0D=0A=
                                                                         =
                                                                         =
                                           <span style=3D=22font-family: =
Verdana; font-size: 10pt;=22><strong>At the end of the course, you will b=
e able to<br />=0D=0A                                                    =
                                                                         =
                                                                </strong>=
=26=238226;=26nbsp;=26nbsp;=26nbsp; Better recognise your customers=26=23=
8217; difficult behaviours and understand what may be contributing to the=
m <br />=0D=0A                                                           =
                                                                         =
                                                         =26=238226;=26nb=
sp;=26nbsp;=26nbsp; Understand the aim of customer complain investigation=
<br />=0D=0A                                                             =
                                                                         =
                                                       =26=238226;=26nbsp=
;=26nbsp;=26nbsp; Learn how to build conversations with your customers or=
 clients that result in win-win outcomes=2E<br />=0D=0A                  =
                                                                         =
                                                                         =
                         =26=238226;=26nbsp;=26nbsp;=26nbsp; Know the rig=
ht type of questions to use at the right time to get the information you =
need to help your customers=2E<br />=0D=0A                               =
                                                                         =
                                                                         =
            =26=238226;=26nbsp;=26nbsp;=26nbsp; Identify your good and no=
t-so-good listening skills=2E<br />=0D=0A                                =
                                                                         =
                                                                         =
           =26=238226;=26nbsp;=26nbsp;=26nbsp; Deliver bad news to your c=
ustomers in more positive ways=2E<br />=0D=0A                            =
                                                                         =
                                                                         =
               =26=238226;=26nbsp;=26nbsp;=26nbsp; Respond to complaints =
with the right emotions for the situation=2E<br />=0D=0A                 =
                                                                         =
                                                                         =
                          =26=238226;=26nbsp;=26nbsp;=26nbsp; Have more c=
onfidence in resolving your customers=26=238217; complaints<br />=0D=0A  =
                                                                         =
                                                                         =
                                         =26=238226;=26nbsp;=26nbsp;=26nb=
sp; Apply investigative procedures<br />=0D=0A                           =
                                                                         =
                                                                         =
                =26=238226;=26nbsp;=26nbsp;=26nbsp; Identify complaint ma=
nagement procedures<br />=0D=0A                                          =
                                                                         =
                                                                         =
 =26=238226;=26nbsp;=26nbsp;=26nbsp; Describe how companies can deal proa=
ctively with complaints and implement recovery systems<br />=0D=0A       =
                                                                         =
                                                                         =
                                    =26=238226;=26nbsp;=26nbsp;=26nbsp; U=
nderstand the benefits of the investigation<br />=0D=0A                  =
                                                                         =
                                                                         =
                         =26=238226;=26nbsp;=26nbsp;=26nbsp; Identify eff=
ective investigation strategies for better customer-supplier relationship=
<br />=0D=0A                                                             =
                                                                         =
                                                       =26=238226;=26nbsp=
;=26nbsp;=26nbsp; Investigate complaints for better decision making=2E<br=
 />=0D=0A                                                                =
                                                                         =
                                                    </span></div>=0D=0A  =
                                                                         =
                                                                         =
                                         <br />=0D=0A                    =
                                                                         =
                                                                         =
                       <div><span style=3D=22font-family: verdana, geneva=
; font-size: 10pt; color: red;=22><strong>PROGRAM OUTLINE</strong></span>=
</div>=0D=0A                                                             =
                                                                         =
                                                       <span style=3D=22f=
ont-family: Verdana; font-size: 10pt;=22><strong>WHO IS A =26=238216;CUST=
OMER =26=238216;AND THEIR IMPORTANCE=26nbsp;</strong>=26nbsp;=26nbsp;=26n=
bsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nb=
sp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp; </span><br />=0D=0A          =
                                                                         =
                                                                         =
                                 <span style=3D=22font-family: Verdana; f=
ont-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Who is a customer?=
</span><br />=0D=0A                                                      =
                                                                         =
                                                              <span style=
=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbs=
p;=26nbsp; What is customer satisfaction?</span><br />=0D=0A             =
                                                                         =
                                                                         =
                              <span style=3D=22font-family: Verdana; font=
-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Importance of custome=
r satisfaction</span><br />=0D=0A                                        =
                                                                         =
                                                                         =
   <span style=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=
=26nbsp;=26nbsp;=26nbsp; Benefits of customer satisfaction</span><br />=0D=
=0A                                                                      =
                                                                         =
                                              <span style=3D=22font-famil=
y: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; The 3=
 post purchase actions</span><br />=0D=0A                                =
                                                                         =
                                                                         =
           <span style=3D=22font-family: Verdana; font-size: 10pt;=22>=26=
=238226;=26nbsp;=26nbsp;=26nbsp; The cost of not meeting customer require=
ments</span><br />=0D=0A                                                 =
                                                                         =
                                                                   <span =
style=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26=
nbsp;=26nbsp; Developing customer service standards=26nbsp;=26nbsp; </spa=
n><br />=0D=0A                                                           =
                                                                         =
                                                         <span style=3D=22=
font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26n=
bsp; Steps to remember when dealing with customer problems</span><br />=0D=
=0A                                                                      =
                                                                         =
                                              <span style=3D=22font-famil=
y: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Build=
ing a customer complaint handling system </span><br />=0D=0A             =
                                                                         =
                                                                         =
                              <strong><br />=0D=0A                       =
                                                                         =
                                                                         =
                    <span style=3D=22font-family: Verdana; font-size: 10p=
t;=22>INVESTIGATING CUSTOMER COMPLAINTS=26nbsp; </span></strong><br />=0D=
=0A                                                                      =
                                                                         =
                                              <span style=3D=22font-famil=
y: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; What =
is customer complaint investigation?</span><br />=0D=0A                  =
                                                                         =
                                                                         =
                         <span style=3D=22font-family: Verdana; font-size=
: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; The aim of investigation</=
span><br />=0D=0A                                                        =
                                                                         =
                                                            <span style=3D=
=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26=
nbsp; Benefits of investigation</span><br />=0D=0A                       =
                                                                         =
                                                                         =
                    <span style=3D=22font-family: Verdana; font-size: 10p=
t;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Who should investigate?</span><=
br />=0D=0A                                                              =
                                                                         =
                                                      <span style=3D=22fo=
nt-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbs=
p; Understanding contributing factors to a complain</span><br />=0D=0A   =
                                                                         =
                                                                         =
                                        <div><br />=0D=0A                =
                                                                         =
                                                                         =
                           </div>=0D=0A                                  =
                                                                         =
                                                                         =
         <div><span style=3D=22font-family: Verdana; color: =23000000; fo=
nt-size: 10pt;=22><strong>PROCEDURES FOR INVESTIGATING CUSTOMER COMPLAINT=
S=26nbsp;</strong>=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp; </span=
><br />=0D=0A                                                            =
                                                                         =
                                                        <span style=3D=22=
font-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26=
nbsp;=26nbsp;=26nbsp; Gather information as soon as possible</span><br />=
=0D=0A                                                                   =
                                                                         =
                                                 <span style=3D=22font-fa=
mily: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26=
nbsp;=26nbsp; Gathering evidence</span><br />=0D=0A                      =
                                                                         =
                                                                         =
                     <span style=3D=22font-family: Verdana; color: =23000=
000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Interviewing=
 all relevant people involved</span><br />=0D=0A                         =
                                                                         =
                                                                         =
                  <span style=3D=22font-family: Verdana; color: =23000000=
; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Isolate contrib=
utory factors</span><br />=0D=0A                                         =
                                                                         =
                                                                         =
  <span style=3D=22font-family: Verdana; color: =23000000; font-size: 10p=
t;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Determining what happened</span=
><br />=0D=0A                                                            =
                                                                         =
                                                        <span style=3D=22=
font-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26=
nbsp;=26nbsp;=26nbsp; Collecting data</span><br />=0D=0A                 =
                                                                         =
                                                                         =
                          <span style=3D=22font-family: Verdana; color: =23=
000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Analysing=
 data</span><br />=0D=0A                                                 =
                                                                         =
                                                                   <span =
style=3D=22font-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=
=238226;=26nbsp;=26nbsp;=26nbsp; Identifying corrective actions</span><br=
 />=0D=0A                                                                =
                                                                         =
                                                    <span style=3D=22font=
-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbs=
p;=26nbsp;=26nbsp; Submitting reports </span><br />=0D=0A                =
                                                                         =
                                                                         =
                           <br />=0D=0A                                  =
                                                                         =
                                                                         =
         <strong><span style=3D=22font-family: Verdana; color: =23000000;=
 font-size: 10pt;=22>POST INVESTIGATIVE ACTIONS</span></strong><br />=0D=0A=
                                                                         =
                                                                         =
                                           <span style=3D=22font-family: =
Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp=
;=26nbsp; Make necessary changes</span><br />=0D=0A                      =
                                                                         =
                                                                         =
                     <span style=3D=22font-family: Verdana; color: =23000=
000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Communicate =
with customers</span><br />=0D=0A                                        =
                                                                         =
                                                                         =
   <span style=3D=22font-family: Verdana; color: =23000000; font-size: 10=
pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Communicate with employees con=
cerned=26nbsp;=26nbsp; </span><br />=0D=0A                               =
                                                                         =
                                                                         =
            <span style=3D=22font-family: Verdana; color: =23000000; font=
-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Assess the damage fro=
m the crisis</span><br />=0D=0A                                          =
                                                                         =
                                                                         =
 <span style=3D=22font-family: Verdana; color: =23000000; font-size: 10pt=
;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Assess the crisis and your respo=
nse </span><br />=0D=0A                                                  =
                                                                         =
                                                                  </div>=0D=
=0A                                                                      =
                                                                         =
                                              <strong><span style=3D=22fo=
nt-family: Verdana; font-size: 10pt;=22>=0D=0A                           =
                                                                         =
                                                                         =
                </span></strong><span style=3D=22font-family: Verdana; fo=
nt-size: 10pt;=22></span><span style=3D=22font-size: 10pt;=22></span>=0D=0A=
                                                                         =
                                                                         =
                                           <div><span style=3D=22font-fam=
ily: Verdana; font-size: 10pt;=22><strong></strong></span></div>=0D=0A   =
                                                                         =
                                                                         =
                                        <div></div>=0D=0A                =
                                                                         =
                                                                         =
                           <div style=3D=22color: =23666666;=22>=26nbsp;<=
/div>=0D=0A                                                              =
                                                                         =
                                                      <div><span style=3D=
=22color: =23ff0000; font-family: verdana, geneva; font-size: 10pt;=22><s=
trong>TRAINER PROFILE=26nbsp; </strong></span></div>=0D=0A               =
                                                                         =
                                                                         =
                            <div>=0D=0A                                  =
                                                                         =
                                                                         =
         <div><span style=3D=22font-size: 10pt; font-family: Verdana;=22>=
</span></div>=0D=0A                                                      =
                                                                         =
                                                              <div align=3D=
=22justify=22><span style=3D=22font-family: Verdana; font-size: 10pt;=22>=
<strong>Dr=2EThana </strong>has extensive experience in the field of oper=
ations performance improvement particularly in various manufacturing and =
services industries=2E He is not only an excellent and resourceful traine=
r; he is also skilled in management and leadership of organizations=2E He=
 graduated with an honour=26=238217;s degree in Management and Biochemist=
ry from University of Science Malaysia in 1987=2E He started his career i=
n the manufacturing operations as a Production Executive and gradually mo=
ved in various managerial positions such as Production Manager Packaging =
Manager, Planning and Logistics Manager, Sales Manager and Factory Manage=
r=2E To name a few of the organizations that he has worked for are Carsem=
 semiconductor, Baxter Healthcare, London Rubber Company, Solectron, Mona=
 Industries and Asiatic Dipped Products=2E This experience has given him =
a thorough understanding of the opportunities and problems involved with =
managing work, people and customers While working in the manufacturing se=
ctor he pursued an MBA program with University Kebangsaan Malaysia, major=
ing in General Management in 1996=2E Upon completion of his MBA in 1998 a=
nd also due to his passion for training, he switched his career to Traini=
ng and development=2E To date he has conducted more than 900 training pro=
grams mainly in the area of employee development, customer management and=
 operations management/ improvement=2E He is a very versatile trainer not=
 only on the topics that he could train but a bilingual trainer as well=2E=
 His fluency in Bahasa Malaysia has given him a competitive advantage esp=
ecially in the present workplace condition<br />=0D=0A                   =
                                                                         =
                                                                         =
                        During his career as a corporate trainer he reali=
zed a major concern by organizations regarding Transfer of Learning which=
 he became interested to explore=2E He realized that organizations became=
 concerned in sending their employees for trainings, as they don=26=23821=
7;t seem to transfer their knowledge/skills gained back to the workplace=2E=
 Due to this he pursued his PhD in 2007 in order to identify the barriers=
 to Training Transfer=2E He completed his PhD in 2013=2E Besides training=
s, he also lectures part time in various higher learning institutions for=
 their Degree and Masters programmes=2E To name a few are University of M=
alaya, University Sedaya International and University Putra Malaysia=2E T=
o date he has conducted many public and in-house trainings in many busine=
ss areas for government organizations and private sectors such as Ministr=
y of Defence, TLDM, UMW, Titan Group, CS Metal Industries, Sharp Roxy, Pe=
tronas, ShinEtsu Sdn=2E Bhd=2E, Triplus Industry, Metrod Sdn=2E Bhd=2E, S=
hinko Electronics, Green Riverwood, Omron Malaysia Sdn=2E Bhd=2E, Hap Sen=
g Consolidated Bhd=2E, YTY Industry, Maruyama Sdn=2E Bhd,Top Glove etc=2E=
 =2EHe has provided quality trainings to more than 5000 clients over the =
past ten years=2E He has also conducted trainings in TQM for the Ministry=
 of Defence in the hospital section=2E He has trained over 500 hospital s=
taffs from 2002 till 2005=2E <strong><br />=0D=0A                        =
                                                                         =
                                                                         =
                   </strong></span><span style=3D=22font-family: Verdana;=
 font-size: 10pt;=22></span></div>=0D=0A                                 =
                                                                         =
                                                                         =
          <div><span style=3D=22font-size: 10pt; font-family: Verdana;=22=
></span></div>=0D=0A                                                     =
                                                                         =
                                                               <span styl=
e=3D=22color: =23000000; font-family: verdana, geneva; font-size: 10pt;=22=
><strong><span style=3D=22color: =23ff0000; font-size: 10pt;=22>Call us t=
o get full brochure</span></strong></span></div>=0D=0A                   =
                                                                         =
                                                                         =
                        </td>=0D=0A                                      =
                                                                         =
                                                                         =
 </tr>=0D=0A                                                             =
                                                                         =
                                                   <tr>=0D=0A            =
                                                                         =
                                                                         =
                               <td style=3D=22text-align: justify; color:=
 =23666666; background-color: whitesmoke;=22>=0D=0A                      =
                                                                         =
                                                                         =
                     <div><span style=3D=22color: =23000000; font-family:=
 verdana, geneva; font-size: 10pt;=22><strong>TRAINING FEE</strong></span=
></div>=0D=0A                                                            =
                                                                         =
                                                        <div><span style=3D=
=22color: =23000000;=22><span style=3D=22color: =23000000; font-family: v=
erdana, geneva; font-size: 10pt;=22><strong>NORMAL PRICE RM 500=26nbsp;</=
strong></span><span style=3D=22color: =23000000; font-family: verdana, ge=
neva; font-size: 10pt;=22><strong>(Excl=2E 6=25 SST)</strong></span></spa=
n><br /></div>=0D=0A                                                     =
                                                                         =
                                                               </td>=0D=0A=
                                                                         =
                                                                         =
                                       </tr>=0D=0A                       =
                                                                         =
                                                                         =
                <tr>=0D=0A                                               =
                                                                         =
                                                                     <td =
style=3D=22text-align: justify; color: =23666666;=22>=0D=0A              =
                                                                         =
                                                                         =
                             <p><span style=3D=22color: =23000000; font-f=
amily: Verdana; font-size: 10pt;=22><strong>Please call us for more infor=
mation or BROCHURE</strong></span><br />=0D=0A                           =
                                                                         =
                                                                         =
                <span style=3D=22color: =23000000; font-family: Verdana; =
font-size: 10pt;=22><strong>Tel: +6(03) 8079 0904 / +6(03) 8079 0905 / +6=
012 3838079 / +6018 2053388 /+6018 2052366 </strong></span></p>=0D=0A    =
                                                                         =
                                                                         =
                                       <div><span style=3D=22color: =2300=
0000; font-family: Verdana; font-size: 10pt;=22>Michelle (<a href=3D=22ma=
ilto:michelle=40bigberryconsulting=2Ecom=22><span style=3D=22font-size: 1=
0pt; color: =23000000;=22>michelle=40bigberryconsulting=2Ecom</span></a><=
/span><span style=3D=22color: =23000000; font-family: Verdana; font-size:=
 10pt;=22>)<br />=0D=0A                                                  =
                                                                         =
                                                                  </span>=
<span style=3D=22color: =23000000; font-family: Verdana; font-size: 10pt;=
=22>Brian (brian<a href=3D=22mailto:thaneswary=40bigberryconsulting=2Ecom=
=22><span style=3D=22font-size: 10pt; color: =23000000;=22>=40bigberrycon=
sulting=2Ecom</span></a></span><span style=3D=22color: =23000000; font-fa=
mily: Verdana; font-size: 10pt;=22>)<br />=0D=0A                         =
                                                                         =
                                                                         =
                  </span><span style=3D=22color: =23000000; font-family: =
Verdana; font-size: 10pt;=22> Mimi Wahida (<a href=3D=22mailto:mohd=2Enas=
rulshah=40bigberryconsulting=2Ecom=22><span style=3D=22font-size: 10pt; c=
olor: =23000000;=22>mimi=2Ewahida=40bigberryconsulting=2Ecom</span></a></=
span><span style=3D=22color: =23000000; font-family: Verdana; font-size: =
10pt;=22>)<br />=0D=0A                                                   =
                                                                         =
                                                                 </span><=
span style=3D=22color: =23000000; font-family: Verdana; font-size: 10pt;=22=
> Fara Ahmad</span><span style=3D=22font-family: Verdana; font-size: 10pt=
; color: =23000000;=22> (</span><a href=3D=22mailto:fara=40bigberryconsul=
ting=2Ecom=22><span style=3D=22font-family: Verdana; font-size: 10pt; col=
or: =23000000;=22>fara=40bigberryconsulting=2Ecom</span></a><span style=3D=
=22font-family: Verdana; font-size: 10pt; color: =23000000;=22>)</span><b=
r />=0D=0A                                                               =
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