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Envelope-to: jaisone@saraya.com.my
Delivery-date: Thu, 15 Apr 2021 13:08:57 +0800
From: "(Online) DEALING DIFFICULT CUSTOMER BEHAVIOUR & HANDLING COMPLAINTS" <fara.a@rk-rakan.com> 
To: "jaisone@saraya.com.my" <jaisone@saraya.com.my>
Date: Thu, 15 Apr 2021 13:08:11 +0800
Subject: (Online) DEALING DIFFICULT CUSTOMER BEHAVIOUR & HANDLING COMPLAINTS
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Sender: newsletter@enewsletter2.com
Message-ID: <EQSVR00243fc5ac9d8804301ba0906279e146be3@EQSVR002>

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 name=3D=22envelope return=22 />=0D=0A                                   =
                                                                         =
                                                                         =
                                    <w:LsdException locked=3D=22false=22 =
semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22footnote re=
ference=22 />=0D=0A                                                      =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 semihidden=3D=22tru=
e=22 unhidewhenused=3D=22true=22 name=3D=22annotation reference=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22line number=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22pa=
ge number=22 />=0D=0A                                                    =
                                                                         =
                                                                         =
                   <w:LsdException locked=3D=22false=22 semihidden=3D=22t=
rue=22 unhidewhenused=3D=22true=22 name=3D=22endnote reference=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22endnote text=22 />=0D=0A                         =
                                                                         =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22ta=
ble of authorities=22 />=0D=0A                                           =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 semihidd=
en=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22macro=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22toa heading=22 />=0D=0A                             =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22List=22=
 />=0D=0A                                                                =
                                                                         =
                                                                         =
       <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhid=
ewhenused=3D=22true=22 name=3D=22List Bullet=22 />=0D=0A                 =
                                                                         =
                                                                         =
                                                      <w:LsdException loc=
ked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 nam=
e=3D=22List Number=22 />=0D=0A                                           =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 semihidd=
en=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22List 2=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=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 unhide=
whenused=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=22=
List Bullet 2=22 />=0D=0A                                                =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22List Bullet 3=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22List Bullet 4=22 />=0D=0A                        =
                                                                         =
                                                                         =
                                               <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Li=
st Bullet 5=22 />=0D=0A                                                  =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22List Number 2=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22List Number 3=22 />=0D=0A                           =
                                                                         =
                                                                         =
                                            <w:LsdException locked=3D=22f=
alse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Lis=
t Number 4=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22List Number 5=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 priority=3D=220=22 qformat=3D=22true=22 =
name=3D=22Title=22 />=0D=0A                                              =
                                                                         =
                                                                         =
                         <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22Closing=22 />=0D=0A     =
                                                                         =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22Signature=22 />=0D=0A                                  =
                                                                         =
                                                                         =
                                     <w:LsdException locked=3D=22false=22=
 priority=3D=221=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 n=
ame=3D=22Default Paragraph Font=22 />=0D=0A                              =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 priority=3D=220=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22=
 name=3D=22Body Text=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 semihi=
dden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Body Text Indent=22=
 />=0D=0A                                                                =
                                                                         =
                                                                         =
       <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhid=
ewhenused=3D=22true=22 name=3D=22List Continue=22 />=0D=0A               =
                                                                         =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 n=
ame=3D=22List Continue 2=22 />=0D=0A                                     =
                                                                         =
                                                                         =
                                  <w:LsdException locked=3D=22false=22 se=
mihidden=3D=22true=22 unhidewhenused=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:LsdExce=
ption locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22tr=
ue=22 name=3D=22List Continue 5=22 />=0D=0A                              =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Messag=
e 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=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
Salutation=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Date=22 />=0D=0A           =
                                                                         =
                                                                         =
                                                            <w:LsdExcepti=
on locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22=
 name=3D=22Body Text First Indent=22 />=0D=0A                            =
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Body=
 Text First Indent 2=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 semihi=
dden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Note Heading=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidew=
henused=3D=22true=22 name=3D=22Body Text 2=22 />=0D=0A                   =
                                                                         =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=
=22Body Text 3=22 />=0D=0A                                               =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22Body Text Indent 2=22 />=
=0D=0A                                                                   =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewh=
enused=3D=22true=22 name=3D=22Body 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 semih=
idden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Hyperlink=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenu=
sed=3D=22true=22 name=3D=22FollowedHyperlink=22 />=0D=0A                 =
                                                                         =
                                                                         =
                                                      <w:LsdException loc=
ked=3D=22false=22 priority=3D=2222=22 qformat=3D=22true=22 name=3D=22Stro=
ng=22 />=0D=0A                                                           =
                                                                         =
                                                                         =
            <w:LsdException locked=3D=22false=22 priority=3D=2220=22 qfor=
mat=3D=22true=22 name=3D=22Emphasis=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Do=
cument Map=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Plain Text=22 />=0D=0A     =
                                                                         =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22E-mail Signature=22 />=0D=0A                           =
                                                                         =
                                                                         =
                                            <w:LsdException locked=3D=22f=
alse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTM=
L Top of Form=22 />=0D=0A                                                =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTML Bottom of Form=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidew=
henused=3D=22true=22 name=3D=22Normal (Web)=22 />=0D=0A                  =
                                                                         =
                                                                         =
                                                     <w:LsdException lock=
ed=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=
=3D=22HTML Acronym=22 />=0D=0A                                           =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 semihidd=
en=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTML Address=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenu=
sed=3D=22true=22 name=3D=22HTML Cite=22 />=0D=0A                         =
                                                                         =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HT=
ML Code=22 />=0D=0A                                                      =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 semihidden=3D=22tru=
e=22 unhidewhenused=3D=22true=22 name=3D=22HTML 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=22f=
alse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTM=
L Preformatted=22 />=0D=0A                                               =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22HTML Sample=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22HTML Typewriter=22 />=0D=0A                         =
                                                                         =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22HT=
ML Variable=22 />=0D=0A                                                  =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Normal Table=22 />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22annotation subject=22 />=0D=0A                      =
                                                                         =
                                                                         =
                                                 <w:LsdException locked=3D=
=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
No List=22 />=0D=0A                                                      =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 semihidden=3D=22tru=
e=22 unhidewhenused=3D=22true=22 name=3D=22Outline List 1=22 />=0D=0A    =
                                                                         =
                                                                         =
                                                                   <w:Lsd=
Exception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=22 name=3D=22Outline List 2=22 />=0D=0A                             =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Outli=
ne List 3=22 />=0D=0A                                                    =
                                                                         =
                                                                         =
                   <w:LsdException locked=3D=22false=22 semihidden=3D=22t=
rue=22 unhidewhenused=3D=22true=22 name=3D=22Table Simple 1=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Simple 2=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Ta=
ble Simple 3=22 />=0D=0A                                                 =
                                                                         =
                                                                         =
                      <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Table Classic 1=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22Table Classic 2=22 />=0D=0A                      =
                                                                         =
                                                                         =
                                                 <w:LsdException locked=3D=
=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22=
Table Classic 3=22 />=0D=0A                                              =
                                                                         =
                                                                         =
                         <w:LsdException locked=3D=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Classic 4=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenu=
sed=3D=22true=22 name=3D=22Table Colorful 1=22 />=0D=0A                  =
                                                                         =
                                                                         =
                                                     <w:LsdException lock=
ed=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=
=3D=22Table Colorful 2=22 />=0D=0A                                       =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 semi=
hidden=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 u=
nhidewhenused=3D=22true=22 name=3D=22Table Columns 1=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22tru=
e=22 name=3D=22Table Columns 2=22 />=0D=0A                               =
                                                                         =
                                                                         =
                                        <w:LsdException locked=3D=22false=
=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table C=
olumns 3=22 />=0D=0A                                                     =
                                                                         =
                                                                         =
                  <w:LsdException locked=3D=22false=22 semihidden=3D=22tr=
ue=22 unhidewhenused=3D=22true=22 name=3D=22Table Columns 4=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Columns 5=22 />=0D=0A                         =
                                                                         =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Ta=
ble Grid 1=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 semihidden=3D=22=
true=22 unhidewhenused=3D=22true=22 name=3D=22Table Grid 2=22 />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Grid 3=22 />=0D=0A                            =
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Tabl=
e Grid 4=22 />=0D=0A                                                     =
                                                                         =
                                                                         =
                  <w:LsdException locked=3D=22false=22 semihidden=3D=22tr=
ue=22 unhidewhenused=3D=22true=22 name=3D=22Table Grid 5=22 />=0D=0A     =
                                                                         =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22=
true=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 G=
rid 7=22 />=0D=0A                                                        =
                                                                         =
                                                                         =
               <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22=
 unhidewhenused=3D=22true=22 name=3D=22Table Grid 8=22 />=0D=0A          =
                                                                         =
                                                                         =
                                                             <w:LsdExcept=
ion locked=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 u=
nhidewhenused=3D=22true=22 name=3D=22Table List 3=22 />=0D=0A            =
                                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22=
 name=3D=22Table List 4=22 />=0D=0A                                      =
                                                                         =
                                                                         =
                                 <w:LsdException locked=3D=22false=22 sem=
ihidden=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 unhid=
ewhenused=3D=22true=22 name=3D=22Table List 6=22 />=0D=0A                =
                                                                         =
                                                                         =
                                                       <w:LsdException lo=
cked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 na=
me=3D=22Table List 7=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 semihi=
dden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table List 8=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidew=
henused=3D=22true=22 name=3D=22Table 3D effects 1=22 />=0D=0A            =
                                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22=
 name=3D=22Table 3D effects 2=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table 3D e=
ffects 3=22 />=0D=0A                                                     =
                                                                         =
                                                                         =
                  <w:LsdException locked=3D=22false=22 semihidden=3D=22tr=
ue=22 unhidewhenused=3D=22true=22 name=3D=22Table Contemporary=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 name=3D=22Table Elegant=22 />=0D=0A                        =
                                                                         =
                                                                         =
                                               <w:LsdException locked=3D=22=
false=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Ta=
ble Professional=22 />=0D=0A                                             =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 semihidden=
=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Subtle 1=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenu=
sed=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=22false=22 semihidden=3D=
=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Web 2=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 semihidden=3D=22true=22 unhidewhenused=3D=
=22true=22 name=3D=22Table Web 3=22 />=0D=0A                             =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 semihidden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Ballo=
on 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 semih=
idden=3D=22true=22 unhidewhenused=3D=22true=22 name=3D=22Table Theme=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 semihidden=3D=22true=22 name=3D=
=22Placeholder Text=22 />=0D=0A                                          =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 priorit=
y=3D=221=22 qformat=3D=22true=22 name=3D=22No Spacing=22 />=0D=0A        =
                                                                         =
                                                                         =
                                                               <w:LsdExce=
ption locked=3D=22false=22 priority=3D=2260=22 name=3D=22Light Shading=22=
 />=0D=0A                                                                =
                                                                         =
                                                                         =
       <w:LsdException locked=3D=22false=22 priority=3D=2261=22 name=3D=22=
Light List=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2262=
=22 name=3D=22Light Grid=22 />=0D=0A                                     =
                                                                         =
                                                                         =
                                  <w:LsdException locked=3D=22false=22 pr=
iority=3D=2263=22 name=3D=22Medium Shading 1=22 />=0D=0A                 =
                                                                         =
                                                                         =
                                                      <w:LsdException loc=
ked=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=22Mediu=
m 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 pr=
iority=3D=2267=22 name=3D=22Medium Grid 1=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2268=22 name=3D=22Medium Grid 2=22 />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 priority=3D=2269=22 name=3D=22Medium Grid=
 3=22 />=0D=0A                                                           =
                                                                         =
                                                                         =
            <w:LsdException 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=22=
false=22 priority=3D=2272=22 name=3D=22Colorful List=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2273=22 name=3D=22Colorful Grid=22 =
/>=0D=0A                                                                 =
                                                                         =
                                                                         =
      <w:LsdException locked=3D=22false=22 priority=3D=2260=22 name=3D=22=
Light Shading Accent 1=22 />=0D=0A                                       =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 prio=
rity=3D=2261=22 name=3D=22Light List Accent 1=22 />=0D=0A                =
                                                                         =
                                                                         =
                                                       <w:LsdException lo=
cked=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=22M=
edium Shading 1 Accent 1=22 />=0D=0A                                     =
                                                                         =
                                                                         =
                                  <w:LsdException locked=3D=22false=22 pr=
iority=3D=2264=22 name=3D=22Medium Shading 2 Accent 1=22 />=0D=0A        =
                                                                         =
                                                                         =
                                                               <w:LsdExce=
ption locked=3D=22false=22 priority=3D=2265=22 name=3D=22Medium List 1 Ac=
cent 1=22 />=0D=0A                                                       =
                                                                         =
                                                                         =
                <w:LsdException locked=3D=22false=22 semihidden=3D=22true=
=22 name=3D=22Revision=22 />=0D=0A                                       =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 prio=
rity=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=22true=22 name=3D=22Intense Quote=22 />=0D=0A        =
                                                                         =
                                                                         =
                                                               <w:LsdExce=
ption locked=3D=22false=22 priority=3D=2266=22 name=3D=22Medium List 2 Ac=
cent 1=22 />=0D=0A                                                       =
                                                                         =
                                                                         =
                <w:LsdException locked=3D=22false=22 priority=3D=2267=22 =
name=3D=22Medium Grid 1 Accent 1=22 />=0D=0A                             =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 priority=3D=2268=22 name=3D=22Medium Grid 2 Accent 1=22 />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 priority=3D=2269=22 name=3D=22Medium Grid=
 3 Accent 1=22 />=0D=0A                                                  =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 priority=3D=227=
0=22 name=3D=22Dark List Accent 1=22 />=0D=0A                            =
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 priority=3D=2271=22 name=3D=22Colorful Shading Accent 1=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2272=22 name=3D=22Colorful=
 List Accent 1=22 />=0D=0A                                               =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 priority=3D=22=
73=22 name=3D=22Colorful Grid Accent 1=22 />=0D=0A                       =
                                                                         =
                                                                         =
                                                <w:LsdException locked=3D=
=22false=22 priority=3D=2260=22 name=3D=22Light Shading Accent 2=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException 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=22=
62=22 name=3D=22Light Grid Accent 2=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 priority=3D=2263=22 name=3D=22Medium Shading 1 Accent 2=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2264=22 name=3D=22Mediu=
m Shading 2 Accent 2=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 priori=
ty=3D=2265=22 name=3D=22Medium List 1 Accent 2=22 />=0D=0A               =
                                                                         =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 priority=3D=2266=22 name=3D=22Medium List 2 Accent 2=22=
 />=0D=0A                                                                =
                                                                         =
                                                                         =
       <w:LsdException locked=3D=22false=22 priority=3D=2267=22 name=3D=22=
Medium Grid 1 Accent 2=22 />=0D=0A                                       =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 prio=
rity=3D=2268=22 name=3D=22Medium Grid 2 Accent 2=22 />=0D=0A             =
                                                                         =
                                                                         =
                                                          <w:LsdException=
 locked=3D=22false=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:LsdExcepti=
on locked=3D=22false=22 priority=3D=2272=22 name=3D=22Colorful List Accen=
t 2=22 />=0D=0A                                                          =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2273=22 nam=
e=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:LsdExce=
ption locked=3D=22false=22 priority=3D=2261=22 name=3D=22Light List Accen=
t 3=22 />=0D=0A                                                          =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2262=22 nam=
e=3D=22Light Grid Accent 3=22 />=0D=0A                                   =
                                                                         =
                                                                         =
                                    <w:LsdException locked=3D=22false=22 =
priority=3D=2263=22 name=3D=22Medium Shading 1 Accent 3=22 />=0D=0A      =
                                                                         =
                                                                         =
                                                                 <w:LsdEx=
ception 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=226=
5=22 name=3D=22Medium List 1 Accent 3=22 />=0D=0A                        =
                                                                         =
                                                                         =
                                               <w:LsdException locked=3D=22=
false=22 priority=3D=2266=22 name=3D=22Medium List 2 Accent 3=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2267=22 name=3D=22Medium G=
rid 1 Accent 3=22 />=0D=0A                                               =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 priority=3D=22=
68=22 name=3D=22Medium Grid 2 Accent 3=22 />=0D=0A                       =
                                                                         =
                                                                         =
                                                <w:LsdException locked=3D=
=22false=22 priority=3D=2269=22 name=3D=22Medium Grid 3 Accent 3=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2270=22 name=3D=22Dark =
List Accent 3=22 />=0D=0A                                                =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 priority=3D=22=
71=22 name=3D=22Colorful Shading Accent 3=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2272=22 name=3D=22Colorful List Accent 3=22 />=
=0D=0A                                                                   =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2273=22 name=3D=22Co=
lorful Grid Accent 3=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 priori=
ty=3D=2260=22 name=3D=22Light Shading Accent 4=22 />=0D=0A               =
                                                                         =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 priority=3D=2261=22 name=3D=22Light List Accent 4=22 =
/>=0D=0A                                                                 =
                                                                         =
                                                                         =
      <w:LsdException locked=3D=22false=22 priority=3D=2262=22 name=3D=22=
Light Grid Accent 4=22 />=0D=0A                                          =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 priorit=
y=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 Acce=
nt 4=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2265=22 na=
me=3D=22Medium List 1 Accent 4=22 />=0D=0A                               =
                                                                         =
                                                                         =
                                        <w:LsdException locked=3D=22false=
=22 priority=3D=2266=22 name=3D=22Medium List 2 Accent 4=22 />=0D=0A     =
                                                                         =
                                                                         =
                                                                  <w:LsdE=
xception locked=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=22fa=
lse=22 priority=3D=2269=22 name=3D=22Medium Grid 3 Accent 4=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=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=22=
false=22 priority=3D=2272=22 name=3D=22Colorful List Accent 4=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2273=22 name=3D=22Colorful=
 Grid Accent 4=22 />=0D=0A                                               =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 priority=3D=22=
60=22 name=3D=22Light Shading Accent 5=22 />=0D=0A                       =
                                                                         =
                                                                         =
                                                <w:LsdException locked=3D=
=22false=22 priority=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 Gr=
id Accent 5=22 />=0D=0A                                                  =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 priority=3D=226=
3=22 name=3D=22Medium Shading 1 Accent 5=22 />=0D=0A                     =
                                                                         =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2264=22 name=3D=22Medium Shading 2 Accent 5=22 />=
=0D=0A                                                                   =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2265=22 name=3D=22Me=
dium List 1 Accent 5=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 priori=
ty=3D=2266=22 name=3D=22Medium List 2 Accent 5=22 />=0D=0A               =
                                                                         =
                                                                         =
                                                        <w:LsdException l=
ocked=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 name=3D=22=
Medium Grid 2 Accent 5=22 />=0D=0A                                       =
                                                                         =
                                                                         =
                                <w:LsdException locked=3D=22false=22 prio=
rity=3D=2269=22 name=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=22=
Colorful Shading Accent 5=22 />=0D=0A                                    =
                                                                         =
                                                                         =
                                   <w:LsdException locked=3D=22false=22 p=
riority=3D=2272=22 name=3D=22Colorful List Accent 5=22 />=0D=0A          =
                                                                         =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 priority=3D=2273=22 name=3D=22Colorful Grid Acce=
nt 5=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2260=22 na=
me=3D=22Light Shading Accent 6=22 />=0D=0A                               =
                                                                         =
                                                                         =
                                        <w:LsdException locked=3D=22false=
=22 priority=3D=2261=22 name=3D=22Light List Accent 6=22 />=0D=0A        =
                                                                         =
                                                                         =
                                                               <w:LsdExce=
ption locked=3D=22false=22 priority=3D=2262=22 name=3D=22Light Grid Accen=
t 6=22 />=0D=0A                                                          =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2263=22 nam=
e=3D=22Medium Shading 1 Accent 6=22 />=0D=0A                             =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 priority=3D=2264=22 name=3D=22Medium Shading 2 Accent 6=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2265=22 name=3D=22Medium L=
ist 1 Accent 6=22 />=0D=0A                                               =
                                                                         =
                                                                         =
                        <w:LsdException locked=3D=22false=22 priority=3D=22=
66=22 name=3D=22Medium List 2 Accent 6=22 />=0D=0A                       =
                                                                         =
                                                                         =
                                                <w:LsdException 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=22Mediu=
m Grid 2 Accent 6=22 />=0D=0A                                            =
                                                                         =
                                                                         =
                           <w:LsdException locked=3D=22false=22 priority=3D=
=2269=22 name=3D=22Medium Grid 3 Accent 6=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2270=22 name=3D=22Dark List Accent 6=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2271=22 name=3D=22Colorful=
 Shading Accent 6=22 />=0D=0A                                            =
                                                                         =
                                                                         =
                           <w:LsdException locked=3D=22false=22 priority=3D=
=2272=22 name=3D=22Colorful List Accent 6=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2273=22 name=3D=22Colorful Grid Accent 6=22 />=
=0D=0A                                                                   =
                                                                         =
                                                                         =
    <w:LsdException locked=3D=22false=22 priority=3D=2219=22 qformat=3D=22=
true=22 name=3D=22Subtle Emphasis=22 />=0D=0A                            =
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 priority=3D=2221=22 qformat=3D=22true=22 name=3D=22Intense Emphasi=
s=22 />=0D=0A                                                            =
                                                                         =
                                                                         =
           <w:LsdException locked=3D=22false=22 priority=3D=2231=22 qform=
at=3D=22true=22 name=3D=22Subtle Reference=22 />=0D=0A                   =
                                                                         =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2232=22 qformat=3D=22true=22 name=3D=22Intens=
e Reference=22 />=0D=0A                                                  =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 priority=3D=223=
3=22 qformat=3D=22true=22 name=3D=22Book Title=22 />=0D=0A               =
                                                                         =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 priority=3D=2237=22 semihidden=3D=22true=22 unhidewhe=
nused=3D=22true=22 name=3D=22Bibliography=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2239=22 semihidden=3D=22true=22 unhidewhenused=
=3D=22true=22 qformat=3D=22true=22 name=3D=22TOC Heading=22 />=0D=0A     =
                                                                         =
                                                                         =
                                                                  <w:LsdE=
xception locked=3D=22false=22 priority=3D=2241=22 name=3D=22Plain Table 1=
=22 />=0D=0A                                                             =
                                                                         =
                                                                         =
          <w:LsdException locked=3D=22false=22 priority=3D=2242=22 name=3D=
=22Plain Table 2=22 />=0D=0A                                             =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2243=22 name=3D=22Plain Table 3=22 />=0D=0A                             =
                                                                         =
                                                                         =
                                          <w:LsdException locked=3D=22fal=
se=22 priority=3D=2244=22 name=3D=22Plain Table 4=22 />=0D=0A            =
                                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 priority=3D=2245=22 name=3D=22Plain Table 5=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2240=22 name=3D=22Grid =
Table Light=22 />=0D=0A                                                  =
                                                                         =
                                                                         =
                     <w:LsdException locked=3D=22false=22 priority=3D=224=
6=22 name=3D=22Grid Table 1 Light=22 />=0D=0A                            =
                                                                         =
                                                                         =
                                           <w:LsdException locked=3D=22fa=
lse=22 priority=3D=2247=22 name=3D=22Grid Table 2=22 />=0D=0A            =
                                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 priority=3D=2248=22 name=3D=22Grid Table 3=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2249=22 name=3D=22Grid =
Table 4=22 />=0D=0A                                                      =
                                                                         =
                                                                         =
                 <w:LsdException locked=3D=22false=22 priority=3D=2250=22=
 name=3D=22Grid Table 5 Dark=22 />=0D=0A                                 =
                                                                         =
                                                                         =
                                      <w:LsdException locked=3D=22false=22=
 priority=3D=2251=22 name=3D=22Grid Table 6 Colorful=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2252=22 name=3D=22Grid Table 7 Colo=
rful=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2246=22 na=
me=3D=22Grid Table 1 Light Accent 1=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 priority=3D=2247=22 name=3D=22Grid Table 2 Accent 1=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 priority=3D=2248=22 name=3D=22Grid Tabl=
e 3 Accent 1=22 />=0D=0A                                                 =
                                                                         =
                                                                         =
                      <w:LsdException locked=3D=22false=22 priority=3D=22=
49=22 name=3D=22Grid Table 4 Accent 1=22 />=0D=0A                        =
                                                                         =
                                                                         =
                                               <w:LsdException locked=3D=22=
false=22 priority=3D=2250=22 name=3D=22Grid Table 5 Dark Accent 1=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2251=22 name=3D=22Grid =
Table 6 Colorful Accent 1=22 />=0D=0A                                    =
                                                                         =
                                                                         =
                                   <w:LsdException locked=3D=22false=22 p=
riority=3D=2252=22 name=3D=22Grid Table 7 Colorful Accent 1=22 />=0D=0A  =
                                                                         =
                                                                         =
                                                                     <w:L=
sdException locked=3D=22false=22 priority=3D=2246=22 name=3D=22Grid Table=
 1 Light Accent 2=22 />=0D=0A                                            =
                                                                         =
                                                                         =
                           <w:LsdException locked=3D=22false=22 priority=3D=
=2247=22 name=3D=22Grid Table 2 Accent 2=22 />=0D=0A                     =
                                                                         =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2248=22 name=3D=22Grid Table 3 Accent 2=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2249=22 name=3D=22Grid Tab=
le 4 Accent 2=22 />=0D=0A                                                =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 priority=3D=22=
50=22 name=3D=22Grid Table 5 Dark Accent 2=22 />=0D=0A                   =
                                                                         =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2251=22 name=3D=22Grid Table 6 Colorful Accen=
t 2=22 />=0D=0A                                                          =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2252=22 nam=
e=3D=22Grid Table 7 Colorful Accent 2=22 />=0D=0A                        =
                                                                         =
                                                                         =
                                               <w:LsdException locked=3D=22=
false=22 priority=3D=2246=22 name=3D=22Grid Table 1 Light Accent 3=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2247=22 name=3D=22Grid =
Table 2 Accent 3=22 />=0D=0A                                             =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2248=22 name=3D=22Grid Table 3 Accent 3=22 />=0D=0A                     =
                                                                         =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2249=22 name=3D=22Grid Table 4 Accent 3=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2250=22 name=3D=22Grid Tab=
le 5 Dark Accent 3=22 />=0D=0A                                           =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 priority=
=3D=2251=22 name=3D=22Grid Table 6 Colorful Accent 3=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2252=22 name=3D=22Grid Table 7 Colo=
rful Accent 3=22 />=0D=0A                                                =
                                                                         =
                                                                         =
                       <w:LsdException locked=3D=22false=22 priority=3D=22=
46=22 name=3D=22Grid Table 1 Light Accent 4=22 />=0D=0A                  =
                                                                         =
                                                                         =
                                                     <w:LsdException lock=
ed=3D=22false=22 priority=3D=2247=22 name=3D=22Grid Table 2 Accent 4=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 priority=3D=2248=22 name=3D=22G=
rid Table 3 Accent 4=22 />=0D=0A                                         =
                                                                         =
                                                                         =
                              <w:LsdException locked=3D=22false=22 priori=
ty=3D=2249=22 name=3D=22Grid Table 4 Accent 4=22 />=0D=0A                =
                                                                         =
                                                                         =
                                                       <w:LsdException lo=
cked=3D=22false=22 priority=3D=2250=22 name=3D=22Grid Table 5 Dark Accent=
 4=22 />=0D=0A                                                           =
                                                                         =
                                                                         =
            <w:LsdException locked=3D=22false=22 priority=3D=2251=22 name=
=3D=22Grid Table 6 Colorful Accent 4=22 />=0D=0A                         =
                                                                         =
                                                                         =
                                              <w:LsdException locked=3D=22=
false=22 priority=3D=2252=22 name=3D=22Grid Table 7 Colorful Accent 4=22 =
/>=0D=0A                                                                 =
                                                                         =
                                                                         =
      <w:LsdException locked=3D=22false=22 priority=3D=2246=22 name=3D=22=
Grid Table 1 Light Accent 5=22 />=0D=0A                                  =
                                                                         =
                                                                         =
                                     <w:LsdException locked=3D=22false=22=
 priority=3D=2247=22 name=3D=22Grid Table 2 Accent 5=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2248=22 name=3D=22Grid Table 3 Acce=
nt 5=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2249=22 na=
me=3D=22Grid Table 4 Accent 5=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2250=22 name=3D=22Grid Table 5 Dark Accent 5=22 />=0D=0A    =
                                                                         =
                                                                         =
                                                                   <w:Lsd=
Exception locked=3D=22false=22 priority=3D=2251=22 name=3D=22Grid Table 6=
 Colorful Accent 5=22 />=0D=0A                                           =
                                                                         =
                                                                         =
                            <w:LsdException locked=3D=22false=22 priority=
=3D=2252=22 name=3D=22Grid Table 7 Colorful Accent 5=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2246=22 name=3D=22Grid Table 1 Ligh=
t Accent 6=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2247=
=22 name=3D=22Grid Table 2 Accent 6=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 priority=3D=2248=22 name=3D=22Grid Table 3 Accent 6=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 priority=3D=2249=22 name=3D=22Grid Tabl=
e 4 Accent 6=22 />=0D=0A                                                 =
                                                                         =
                                                                         =
                      <w:LsdException locked=3D=22false=22 priority=3D=22=
50=22 name=3D=22Grid Table 5 Dark Accent 6=22 />=0D=0A                   =
                                                                         =
                                                                         =
                                                    <w:LsdException locke=
d=3D=22false=22 priority=3D=2251=22 name=3D=22Grid Table 6 Colorful Accen=
t 6=22 />=0D=0A                                                          =
                                                                         =
                                                                         =
             <w:LsdException locked=3D=22false=22 priority=3D=2252=22 nam=
e=3D=22Grid Table 7 Colorful Accent 6=22 />=0D=0A                        =
                                                                         =
                                                                         =
                                               <w:LsdException locked=3D=22=
false=22 priority=3D=2246=22 name=3D=22List Table 1 Light=22 />=0D=0A    =
                                                                         =
                                                                         =
                                                                   <w:Lsd=
Exception locked=3D=22false=22 priority=3D=2247=22 name=3D=22List Table 2=
=22 />=0D=0A                                                             =
                                                                         =
                                                                         =
          <w:LsdException locked=3D=22false=22 priority=3D=2248=22 name=3D=
=22List Table 3=22 />=0D=0A                                              =
                                                                         =
                                                                         =
                         <w:LsdException locked=3D=22false=22 priority=3D=
=2249=22 name=3D=22List Table 4=22 />=0D=0A                              =
                                                                         =
                                                                         =
                                         <w:LsdException locked=3D=22fals=
e=22 priority=3D=2250=22 name=3D=22List Table 5 Dark=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2251=22 name=3D=22List Table 6 Colo=
rful=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2252=22 na=
me=3D=22List Table 7 Colorful=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2246=22 name=3D=22List Table 1 Light Accent 1=22 />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 priority=3D=2247=22 name=3D=22List Table =
2 Accent 1=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2248=
=22 name=3D=22List Table 3 Accent 1=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 priority=3D=2249=22 name=3D=22List Table 4 Accent 1=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 priority=3D=2250=22 name=3D=22List Tabl=
e 5 Dark Accent 1=22 />=0D=0A                                            =
                                                                         =
                                                                         =
                           <w:LsdException locked=3D=22false=22 priority=3D=
=2251=22 name=3D=22List Table 6 Colorful Accent 1=22 />=0D=0A            =
                                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 priority=3D=2252=22 name=3D=22List Table 7 Colorfu=
l Accent 1=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2246=
=22 name=3D=22List Table 1 Light Accent 2=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2247=22 name=3D=22List Table 2 Accent 2=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2248=22 name=3D=22List =
Table 3 Accent 2=22 />=0D=0A                                             =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2249=22 name=3D=22List Table 4 Accent 2=22 />=0D=0A                     =
                                                                         =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2250=22 name=3D=22List Table 5 Dark Accent 2=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 priority=3D=2251=22 name=3D=22L=
ist Table 6 Colorful Accent 2=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2252=22 name=3D=22List Table 7 Colorful Accent 2=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       <w=
:LsdException locked=3D=22false=22 priority=3D=2246=22 name=3D=22List Tab=
le 1 Light Accent 3=22 />=0D=0A                                          =
                                                                         =
                                                                         =
                             <w:LsdException locked=3D=22false=22 priorit=
y=3D=2247=22 name=3D=22List Table 2 Accent 3=22 />=0D=0A                 =
                                                                         =
                                                                         =
                                                      <w:LsdException loc=
ked=3D=22false=22 priority=3D=2248=22 name=3D=22List Table 3 Accent 3=22 =
/>=0D=0A                                                                 =
                                                                         =
                                                                         =
      <w:LsdException locked=3D=22false=22 priority=3D=2249=22 name=3D=22=
List Table 4 Accent 3=22 />=0D=0A                                        =
                                                                         =
                                                                         =
                               <w:LsdException locked=3D=22false=22 prior=
ity=3D=2250=22 name=3D=22List Table 5 Dark Accent 3=22 />=0D=0A          =
                                                                         =
                                                                         =
                                                             <w:LsdExcept=
ion locked=3D=22false=22 priority=3D=2251=22 name=3D=22List Table 6 Color=
ful Accent 3=22 />=0D=0A                                                 =
                                                                         =
                                                                         =
                      <w:LsdException locked=3D=22false=22 priority=3D=22=
52=22 name=3D=22List Table 7 Colorful Accent 3=22 />=0D=0A               =
                                                                         =
                                                                         =
                                                        <w:LsdException l=
ocked=3D=22false=22 priority=3D=2246=22 name=3D=22List Table 1 Light Acce=
nt 4=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2247=22 na=
me=3D=22List Table 2 Accent 4=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2248=22 name=3D=22List Table 3 Accent 4=22 />=0D=0A         =
                                                                         =
                                                                         =
                                                              <w:LsdExcep=
tion locked=3D=22false=22 priority=3D=2249=22 name=3D=22List Table 4 Acce=
nt 4=22 />=0D=0A                                                         =
                                                                         =
                                                                         =
              <w:LsdException locked=3D=22false=22 priority=3D=2250=22 na=
me=3D=22List Table 5 Dark Accent 4=22 />=0D=0A                           =
                                                                         =
                                                                         =
                                            <w:LsdException locked=3D=22f=
alse=22 priority=3D=2251=22 name=3D=22List Table 6 Colorful Accent 4=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 priority=3D=2252=22 name=3D=22L=
ist Table 7 Colorful Accent 4=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2246=22 name=3D=22List Table 1 Light Accent 5=22 />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <w:Ls=
dException locked=3D=22false=22 priority=3D=2247=22 name=3D=22List Table =
2 Accent 5=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2248=
=22 name=3D=22List Table 3 Accent 5=22 />=0D=0A                          =
                                                                         =
                                                                         =
                                             <w:LsdException locked=3D=22=
false=22 priority=3D=2249=22 name=3D=22List Table 4 Accent 5=22 />=0D=0A =
                                                                         =
                                                                         =
                                                                      <w:=
LsdException locked=3D=22false=22 priority=3D=2250=22 name=3D=22List Tabl=
e 5 Dark Accent 5=22 />=0D=0A                                            =
                                                                         =
                                                                         =
                           <w:LsdException locked=3D=22false=22 priority=3D=
=2251=22 name=3D=22List Table 6 Colorful Accent 5=22 />=0D=0A            =
                                                                         =
                                                                         =
                                                           <w:LsdExceptio=
n locked=3D=22false=22 priority=3D=2252=22 name=3D=22List Table 7 Colorfu=
l Accent 5=22 />=0D=0A                                                   =
                                                                         =
                                                                         =
                    <w:LsdException locked=3D=22false=22 priority=3D=2246=
=22 name=3D=22List Table 1 Light Accent 6=22 />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <w:LsdException locked=
=3D=22false=22 priority=3D=2247=22 name=3D=22List Table 2 Accent 6=22 />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <w:LsdException locked=3D=22false=22 priority=3D=2248=22 name=3D=22List =
Table 3 Accent 6=22 />=0D=0A                                             =
                                                                         =
                                                                         =
                          <w:LsdException locked=3D=22false=22 priority=3D=
=2249=22 name=3D=22List Table 4 Accent 6=22 />=0D=0A                     =
                                                                         =
                                                                         =
                                                  <w:LsdException locked=3D=
=22false=22 priority=3D=2250=22 name=3D=22List Table 5 Dark Accent 6=22 /=
>=0D=0A                                                                  =
                                                                         =
                                                                         =
     <w:LsdException locked=3D=22false=22 priority=3D=2251=22 name=3D=22L=
ist Table 6 Colorful Accent 6=22 />=0D=0A                                =
                                                                         =
                                                                         =
                                       <w:LsdException locked=3D=22false=22=
 priority=3D=2252=22 name=3D=22List Table 7 Colorful Accent 6=22 />=0D=0A=
                                                                         =
                                                                         =
                                                                       </=
w:LatentStyles>=0D=0A                                                    =
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or: =23000000;=22>=0D=0A                                                 =
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e: 28px;=22>=0D=0A                                                       =
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                <div><span style=3D=22color: =23ffff00; font-size: 18pt;=22=
><span style=3D=22color: =23ffff00; font-size: 18pt;=22><strong><span sty=
le=3D=22font-family: Arial; font-size: 12pt;=22>27 APRIL 2021, Online Tra=
ining</span></strong></span></span>=0D=0A                                =
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                                       <div><span style=3D=22color: =23ff=
ffff;=22>HRDF Claimable</span></div>=0D=0A                               =
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                                                                    <td><=
span style=3D=22color: =23000000; font-family: verdana, geneva; font-size=
: 10pt;=22></span>=0D=0A                                                 =
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                      <div><span style=3D=22color: black; line-height: 10=
7=25; font-family: Verdana, sans-serif; font-size: 10pt;=22></span>=0D=0A=
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                                                                       <d=
iv><span style=3D=22font-size: 13=2E3333px; font-family: Verdana; color: =
=23000000;=22></span></div>=0D=0A                                        =
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                                                                         =
                               <div style=3D=22text-align: justify; =22><=
span style=3D=22font-family: Verdana; font-size: 10pt; color: =23000000;=22=
>WHEN A CUSTOMER HAS A COMPLAINT, YOU HAVE AN OPPORTUNITY TO SOLIDIFY YOU=
R RELATIONSHIP <br />=0D=0A                                              =
                                                                         =
                                                                         =
                         Customers are becoming more educated, demanding =
and aware of the availability of goods and services in the market=2E Prov=
iding excellent service consistently is not only the key factor of succes=
s of the organization but will also bring about long term profitability=2E=
 At the end of this workshop, participants will be able to understand the=
 needs and desires of the customer and place these needs at the heart of =
the business by integrating them with the organization=26=238217;s strate=
gy, people, business processes and technology=2E This program will explor=
e the key elements involved in investigating a customer complaint towards=
 identifying appropriate corrective actions in order to strengthen effect=
ive long term customer-supplier relationship<br />=0D=0A                 =
                                                                         =
                                                                         =
                                                      </span></div>=0D=0A=
                                                                         =
                                                                         =
                                                                       <s=
trong style=3D=22color: =23666666;=22><br />=0D=0A                       =
                                                                         =
                                                                         =
                                                <span style=3D=22font-fam=
ily: verdana, geneva; color: =23ff0000; font-size: small;=22>PROGRAM BENE=
FITS</span><span style=3D=22font-family: verdana, geneva; color: =2300000=
0; font-size: small;=22><br />=0D=0A                                     =
                                                                         =
                                                                         =
                                  </span></strong></div>=0D=0A           =
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                                                                         =
                                                            <div>=0D=0A  =
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                                                                         =
                                                                     <div=
></div>=0D=0A                                                            =
                                                                         =
                                                                         =
           <span style=3D=22font-family: Verdana; font-size: 10pt;=22><st=
rong>At the end of the course, you will be able to<br />=0D=0A           =
                                                                         =
                                                                         =
                                                            </strong>=26=23=
8226;=26nbsp;=26nbsp;=26nbsp; Better recognise your customers=26=238217; =
difficult behaviours and understand what may be contributing to them <br =
/>=0D=0A                                                                 =
                                                                         =
                                                                         =
      =26=238226;=26nbsp;=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 th=
e right 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;=26=
nbsp; Identify your good and not-so-good listening skills=2E<br />=0D=0A =
                                                                         =
                                                                         =
                                                                      =26=
=238226;=26nbsp;=26nbsp;=26nbsp; Deliver bad news to your customers in mo=
re 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=23=
8226;=26nbsp;=26nbsp;=26nbsp; Have more confidence in resolving your cust=
omers=26=238217; complaints<br />=0D=0A                                  =
                                                                         =
                                                                         =
                                     =26=238226;=26nbsp;=26nbsp;=26nbsp; =
Apply investigative procedures<br />=0D=0A                               =
                                                                         =
                                                                         =
                                        =26=238226;=26nbsp;=26nbsp;=26nbs=
p; Identify complaint management procedures<br />=0D=0A                  =
                                                                         =
                                                                         =
                                                     =26=238226;=26nbsp;=26=
nbsp;=26nbsp; Describe how companies can deal proactively with complaints=
 and implement recovery systems<br />=0D=0A                              =
                                                                         =
                                                                         =
                                         =26=238226;=26nbsp;=26nbsp;=26nb=
sp; Understand the benefits of the investigation<br />=0D=0A             =
                                                                         =
                                                                         =
                                                          =26=238226;=26n=
bsp;=26nbsp;=26nbsp; Identify effective investigation strategies for bett=
er customer-supplier relationship<br />=0D=0A                            =
                                                                         =
                                                                         =
                                           =26=238226;=26nbsp;=26nbsp;=26=
nbsp; Investigate complaints for better decision making=2E<br />=0D=0A   =
                                                                         =
                                                                         =
                                                                    </spa=
n></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=22font-family: Verdana; font-size: 10pt;=22><stro=
ng>WHO IS A =26=238216;CUSTOMER =26=238216;AND THEIR IMPORTANCE=26nbsp;</=
strong>=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26=
nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp; </s=
pan><br />=0D=0A                                                         =
                                                                         =
                                                                         =
              <span style=3D=22font-family: Verdana; font-size: 10pt;=22>=
=26=238226;=26nbsp;=26nbsp;=26nbsp; Who is a customer?</span><br />=0D=0A=
                                                                         =
                                                                         =
                                                                       <s=
pan style=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nb=
sp;=26nbsp;=26nbsp; What is customer satisfaction?</span><br />=0D=0A    =
                                                                         =
                                                                         =
                                                                   <span =
style=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26=
nbsp;=26nbsp; Importance of customer satisfaction</span><br />=0D=0A     =
                                                                         =
                                                                         =
                                                                  <span s=
tyle=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26=
nbsp;=26nbsp; Benefits of customer satisfaction</span><br />=0D=0A       =
                                                                         =
                                                                         =
                                                                <span sty=
le=3D=22font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26n=
bsp;=26nbsp; The 3 post purchase actions</span><br />=0D=0A              =
                                                                         =
                                                                         =
                                                         <span style=3D=22=
font-family: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26n=
bsp; The cost of not meeting customer requirements</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=22font-family: Verdana; font-size: 10pt;=22>=26=
=238226;=26nbsp;=26nbsp;=26nbsp; Steps to remember when dealing with cust=
omer problems</span><br />=0D=0A                                         =
                                                                         =
                                                                         =
                              <span style=3D=22font-family: Verdana; font=
-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Building a customer c=
omplaint handling system </span><br />=0D=0A                             =
                                                                         =
                                                                         =
                                          <strong><br />=0D=0A           =
                                                                         =
                                                                         =
                                                            <span style=3D=
=22font-family: Verdana; font-size: 10pt;=22>INVESTIGATING CUSTOMER COMPL=
AINTS=26nbsp; </span></strong><br />=0D=0A                               =
                                                                         =
                                                                         =
                                        <span style=3D=22font-family: Ver=
dana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; What is cus=
tomer complaint investigation?</span><br />=0D=0A                        =
                                                                         =
                                                                         =
                                               <span style=3D=22font-fami=
ly: Verdana; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; The =
aim of investigation</span><br />=0D=0A                                  =
                                                                         =
                                                                         =
                                     <span style=3D=22font-family: Verdan=
a; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Benefits of in=
vestigation</span><br />=0D=0A                                           =
                                                                         =
                                                                         =
                            <span style=3D=22font-family: Verdana; font-s=
ize: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Who should investigate?=
</span><br />=0D=0A                                                      =
                                                                         =
                                                                         =
                 <span style=3D=22font-family: Verdana; font-size: 10pt;=22=
>=26=238226;=26nbsp;=26nbsp;=26nbsp; Understanding contributing factors t=
o a complain</span><br />=0D=0A                                          =
                                                                         =
                                                                         =
                             <div><br />=0D=0A                           =
                                                                         =
                                                                         =
                                            </div>=0D=0A                 =
                                                                         =
                                                                         =
                                                      <div><span style=3D=
=22font-family: Verdana; color: =23000000; font-size: 10pt;=22><strong>PR=
OCEDURES FOR INVESTIGATING CUSTOMER COMPLAINTS=26nbsp;</strong>=26nbsp;=26=
nbsp;=26nbsp;=26nbsp;=26nbsp;=26nbsp; </span><br />=0D=0A                =
                                                                         =
                                                                         =
                                                       <span style=3D=22f=
ont-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-family: Verdana; color: =23000000; font-size: 1=
0pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Gathering evidence</span><br =
/>=0D=0A                                                                 =
                                                                         =
                                                                         =
      <span style=3D=22font-family: Verdana; color: =23000000; font-size:=
 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Interviewing all relevant p=
eople involved</span><br />=0D=0A                                        =
                                                                         =
                                                                         =
                               <span style=3D=22font-family: Verdana; col=
or: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Is=
olate contributory factors</span><br />=0D=0A                            =
                                                                         =
                                                                         =
                                           <span style=3D=22font-family: =
Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp=
;=26nbsp; Determining what happened</span><br />=0D=0A                   =
                                                                         =
                                                                         =
                                                    <span style=3D=22font=
-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbs=
p;=26nbsp;=26nbsp; Collecting data</span><br />=0D=0A                    =
                                                                         =
                                                                         =
                                                   <span style=3D=22font-=
family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp=
;=26nbsp;=26nbsp; Analysing data</span><br />=0D=0A                      =
                                                                         =
                                                                         =
                                                 <span style=3D=22font-fa=
mily: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26=
nbsp;=26nbsp; Identifying corrective actions</span><br />=0D=0A          =
                                                                         =
                                                                         =
                                                             <span style=3D=
=22font-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226=
;=26nbsp;=26nbsp;=26nbsp; Submitting reports </span><br />=0D=0A         =
                                                                         =
                                                                         =
                                                              <br />=0D=0A=
                                                                         =
                                                                         =
                                                                       <s=
trong><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=238=
226;=26nbsp;=26nbsp;=26nbsp; Make necessary changes</span><br />=0D=0A   =
                                                                         =
                                                                         =
                                                                    <span=
 style=3D=22font-family: Verdana; color: =23000000; 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: 10pt=
;=22>=26=238226;=26nbsp;=26nbsp;=26nbsp; Communicate with employees conce=
rned=26nbsp;=26nbsp; </span><br />=0D=0A                                 =
                                                                         =
                                                                         =
                                      <span style=3D=22font-family: Verda=
na; color: =23000000; font-size: 10pt;=22>=26=238226;=26nbsp;=26nbsp;=26n=
bsp; Assess the damage from the crisis</span><br />=0D=0A                =
                                                                         =
                                                                         =
                                                       <span style=3D=22f=
ont-family: Verdana; color: =23000000; font-size: 10pt;=22>=26=238226;=26=
nbsp;=26nbsp;=26nbsp; Assess the crisis and your response </span><br />=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 </div>=0D=0A                                                            =
                                                                         =
                                                                         =
           <strong><span style=3D=22font-family: Verdana; font-size: 10pt=
;=22>=0D=0A                                                              =
                                                                         =
                                                                         =
         </span></strong><span style=3D=22font-family: Verdana; font-size=
: 10pt;=22></span><span style=3D=22font-size: 10pt;=22></span>=0D=0A     =
                                                                         =
                                                                         =
                                                                  <div><s=
pan style=3D=22font-family: Verdana; font-size: 10pt;=22><strong></strong=
></span></div>=0D=0A                                                     =
                                                                         =
                                                                         =
                  <div></div>=0D=0A                                      =
                                                                         =
                                                                         =
                                 <div style=3D=22color: =23666666;=22>=26=
nbsp;</div>=0D=0A                                                        =
                                                                         =
                                                                         =
               <div><span style=3D=22color: =23ff0000; font-family: verda=
na, geneva; font-size: 10pt;=22><strong>TRAINER PROFILE=26nbsp; </strong>=
</span></div>=0D=0A                                                      =
                                                                         =
                                                                         =
                 <div>=0D=0A                                             =
                                                                         =
                                                                         =
                          <div><span style=3D=22font-size: 10pt; font-fam=
ily: 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 operations performance improveme=
nt particularly in various manufacturing and services industries=2E He is=
 not only an excellent and resourceful trainer; he is also skilled in man=
agement and leadership of organizations=2E He graduated with an honour=26=
=238217;s degree in Management and Biochemistry from University of Scienc=
e Malaysia in 1987=2E He started his career in the manufacturing operatio=
ns as a Production Executive and gradually moved in various managerial po=
sitions such as Production Manager Packaging Manager, Planning and Logist=
ics Manager, Sales Manager and Factory Manager=2E To name a few of the or=
ganizations that he has worked for are Carsem semiconductor, Baxter Healt=
hcare, London Rubber Company, Solectron, Mona Industries and Asiatic Dipp=
ed Products=2E This experience has given him a thorough understanding of =
the opportunities and problems involved with managing work, people and cu=
stomers While working in the manufacturing sector he pursued an MBA progr=
am with University Kebangsaan Malaysia, majoring in General Management in=
 1996=2E Upon completion of his MBA in 1998 and also due to his passion f=
or training, he switched his career to Training and development=2E To dat=
e he has conducted more than 900 training programs mainly in the area of =
employee development, customer management and operations management/ impr=
ovement=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 Mala=
ysia has given him a competitive advantage especially in the present work=
place condition<br />=0D=0A                                              =
                                                                         =
                                                                         =
                         During his career as a corporate trainer he real=
ized a major concern by organizations regarding Transfer of Learning whic=
h he became interested to explore=2E He realized that organizations becam=
e concerned in sending their employees for trainings, as they don=26=2382=
17;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 barri=
ers to Training Transfer=2E He completed his PhD in 2013=2E Besides train=
ings, he also lectures part time in various higher learning institutions =
for their Degree and Masters programmes=2E To name a few are University o=
f Malaya, University Sedaya International and University Putra Malaysia=2E=
 To date he has conducted many public and in-house trainings in many busi=
ness areas for government organizations and private sectors such as Minis=
try of Defence, TLDM, UMW, Titan Group, CS Metal Industries, Sharp Roxy, =
Petronas, ShinEtsu Sdn=2E Bhd=2E, Triplus Industry, Metrod Sdn=2E Bhd=2E,=
 Shinko Electronics, Green Riverwood, Omron Malaysia Sdn=2E Bhd=2E, Hap S=
eng 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 styl=
e=3D=22font-family: Verdana; font-size: 10pt;=22></span></div>=0D=0A     =
                                                                         =
                                                                         =
                                                                  <div><s=
pan style=3D=22font-size: 10pt; font-family: Verdana;=22></span></div>=0D=
=0A                                                                      =
                                                                         =
                                                                         =
 <span style=3D=22color: =23000000; font-family: verdana, geneva; font-si=
ze: 10pt;=22><strong><span style=3D=22color: =23ff0000; font-size: 10pt;=22=
>Call us to get full brochure</span></strong></span></div>=0D=0A         =
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or: whitesmoke;=22>=0D=0A                                                =
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                       <div><span style=3D=22color: =23000000; font-famil=
y: verdana, geneva; font-size: 10pt;=22><strong>TRAINING FEE</strong></sp=
an></div>=0D=0A                                                          =
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             <div><span style=3D=22color: =23000000;=22><span style=3D=22=
color: =23000000; font-family: verdana, geneva; font-size: 10pt;=22><stro=
ng>NORMAL PRICE RM 500=26nbsp;</strong></span><span style=3D=22color: =23=
000000; font-family: verdana, geneva; font-size: 10pt;=22><strong>(Excl=2E=
 6=25 SST)</strong></span></span><br />=0D=0A                            =
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d style=3D=22text-align: justify; color: =23666666;=22>=0D=0A            =
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                                                           <p><span style=
=3D=22color: =23000000; font-family: Verdana; font-size: 10pt;=22><strong=
>Please call us for more information or BROCHURE</strong></span><br />=0D=
=0A                                                                      =
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 <span style=3D=22color: =23000000; font-family: Verdana; font-size: 10pt=
;=22><strong>Tel: +6(03) 8079 0904 / +6(03) 8079 0905 / +6012 3838079 / +=
6018 2053388 /+6018 2052366 </strong></span></p>=0D=0A                   =
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                                                    <div><span style=3D=22=
color: =23000000; font-family: Verdana; font-size: 10pt;=22>Michelle (<a =
href=3D=22mailto:michelle=40bigberryconsulting=2Ecom=22><span style=3D=22=
font-size: 10pt; 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=22mail=
to:thaneswary=40bigberryconsulting=2Ecom=22><span style=3D=22font-size: 1=
0pt; color: =23000000;=22>=40bigberryconsulting=2Ecom</span></a></span><s=
pan style=3D=22color: =23000000; font-family: Verdana; font-size: 10pt;=22=
>)<br />=0D=0A                                                           =
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            </span><span style=3D=22color: =23000000; font-family: Verdan=
a; font-size: 10pt;=22> Mimi Wahida (<a href=3D=22mailto:mohd=2Enasrulsha=
h=40bigberryconsulting=2Ecom=22><span style=3D=22font-size: 10pt; color: =
=23000000;=22>mimi=2Ewahida=40bigberryconsulting=2Ecom</span></a></span><=
span style=3D=22color: =23000000; font-family: Verdana; font-size: 10pt;=22=
>)<br />=0D=0A                                                           =
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            </span><span style=3D=22color: =23000000; font-family: Verdan=
a; font-size: 10pt;=22> Fara Ahmad</span><span style=3D=22font-family: Ve=
rdana; font-size: 10pt; color: =23000000;=22> (</span><a href=3D=22mailto=
:fara=40bigberryconsulting=2Ecom=22><span style=3D=22font-family: Verdana=
; font-size: 10pt; color: =23000000;=22>fara=40bigberryconsulting=2Ecom</=
span></a><span style=3D=22font-family: Verdana; font-size: 10pt; color: =23=
000000;=22>)</span><br />=0D=0A                                          =
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                             <span style=3D=22color: =23000000; font-fami=
ly: Verdana; font-size: 10pt;=22>Nurul Nadia</span><span style=3D=22font-=
family: Verdana; font-size: 10pt; color: =23000000;=22> (</span><a href=3D=
=22mailto:nurul=2Enadia=40bigberryconsulting=2Ecom=22><span style=3D=22fo=
nt-family: Verdana; font-size: 10pt; color: =23000000;=22>nurul=2Enadia=40=
bigberryconsulting=2Ecom</span></a><span style=3D=22font-family: Verdana;=
 font-size: 10pt; color: =23000000;=22>)</span><br />=0D=0A              =
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color: =23000000; font-family: Verdana;=22><br />=0D=0A                  =
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                                                     </span><span style=3D=
=22color: =23000000; font-family: Verdana; font-size: 10pt;=22> More cour=
ses, visit </span><span style=3D=22font-family: Verdana;=22><a href=3D=22=
http://www=2Ebigberryconsulting=2Ecom/=22><span style=3D=22font-size: 10p=
t; color: =23000000;=22>http://www=2Ebigberryconsulting=2Ecom/</span></a>=
</span></div>=0D=0A                                                      =
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                          <div><font face=3D=22Verdana=22></font>=26nbsp;=
</div>=0D=0A                                                             =
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          <div><span style=3D=22color: =23000000; font-family: Verdana; f=
ont-size: 10pt;=22><strong>Note: All this program can be customised for I=
n-House Training=2E Call us for Proposal</strong></span></div>=0D=0A     =
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