{"id":11222,"date":"2021-11-10T09:48:00","date_gmt":"2021-11-10T09:48:00","guid":{"rendered":"https:\/\/www.creafone.com\/?p=11222"},"modified":"2022-01-12T09:26:18","modified_gmt":"2022-01-12T09:26:18","slug":"mukemmel-musteri-hizmeti-sunmanin-10-yolu","status":"publish","type":"post","link":"https:\/\/www.creafone.com\/en\/blog\/mukemmel-musteri-hizmeti-sunmanin-10-yolu\/","title":{"rendered":"Tutarl\u0131 Bir \u015eekilde M\u00fckemmel M\u00fc\u015fteri Hizmeti Sunman\u0131n 10 Farkl\u0131 Yolu"},"content":{"rendered":"
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Tutarl\u0131 Bir \u015eekilde M\u00fckemmel M\u00fc\u015fteri Hizmeti Sunman\u0131n 10 Farkl\u0131 Yolu<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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E\u015fsiz bir \u00fcr\u00fcne sahip olabilirsiniz, ancak m\u00fc\u015fteri hizmetleriniz yetersiz, g\u00fcvenilmez veya ileti\u015fim kurmas\u0131 zorsa, bu durum kulaktan kula\u011fa yay\u0131lacak ve bu sebeple m\u00fc\u015fteri kaybedeceksinizdir. M\u00fc\u015fteri hizmetlerine yat\u0131r\u0131m yapman\u0131n uzun vadeli i\u015f ba\u015far\u0131s\u0131n\u0131n anahtar\u0131 olmas\u0131n\u0131n b\u00fcy\u00fck bir nedeni de budur.<\/p>\n

Ancak, m\u00fckemmel m\u00fc\u015fteri hizmeti<\/a> sa\u011flamak ne anlama gelir ve m\u00fc\u015fterileriniz yard\u0131m i\u00e7in ba\u015fvurdu\u011funda harika bir deneyim ya\u015famas\u0131n\u0131 nas\u0131l sa\u011flayabilirsiniz? M\u00fc\u015fteri hizmetini sekt\u00f6r\u00fcn\u00fczde \u00f6nc\u00fc k\u0131lacak birka\u00e7 yolu sizler i\u00e7in listeledik. <\/p>\n

\n M\u00fckemmel M\u00fc\u015fteri Hizmeti Nedir?<\/strong>\n<\/p>\n

M\u00fckemmel m\u00fc\u015fteri hizmeti; m\u00fc\u015fterilerin zaman\u0131na de\u011fer vermek, ho\u015f bir tutuma sahip olmak ve bilgili ve donan\u0131ml\u0131 kaynaklar sa\u011flamak,en yeni teknolojileri takip etmek, ayn\u0131 zamanda beklentileri kar\u015f\u0131lamaktan ziyade a\u015fmak i\u00e7in bir ad\u0131m daha ileri gitmek anlam\u0131na gelir.<\/p>\n

\n M\u00fckemmel M\u00fc\u015fteri Hizmeti Sunman\u0131n 10 Yolu\n<\/h2>\n

\n M\u00fc\u015fterilerinizi memnun etmek ve onlar\u0131n arkada\u015flar\u0131na verdi\u011finiz deste\u011fi \u00f6vmelerini sa\u011flamak i\u00e7in bir\u00e7ok farkl\u0131 y\u00f6ntem kullanabilirsiniz. \u0130\u015fte size m\u00fckemmel m\u00fc\u015fteri hizmeti sunman\u0131n en iyi 10 yolu<\/span>\n<\/h2>\n

\n 1.\u00dcr\u00fcn\u00fcn\u00fcz\u00fc Tan\u0131y\u0131n<\/strong>\n<\/h3>\n

Bir m\u00fc\u015fteri destek temsilcisi olarak t\u00fcm g\u00fcn\u00fcn\u00fcz\u00fc m\u00fc\u015fteriler i\u00e7in sorun gidermeye harcaman\u0131z, bir \u00fcr\u00fcn uzman\u0131 olman\u0131z gerekti\u011fi anlam\u0131na gelir.<\/p>\n

\u00dcr\u00fcn\u00fcn\u00fczle ilgili kapsaml\u0131 bilgi, temel bir m\u00fc\u015fteri hizmeti<\/a> becerisidir. \u0130deal olarak, \u00fcr\u00fcn\u00fcn\u00fcze inanmal\u0131, \u00f6zellikleri tart\u0131\u015fabilmeli, vakalar\u0131 anlay\u0131\u015fl\u0131 bir \u015fekilde kullanabilmeli ve m\u00fc\u015fterilerinize \u00fcr\u00fcn\u00fcn onlara nas\u0131l fayda sa\u011flayabilece\u011fini g\u00f6sterebilmelisiniz. <\/p>\n

\u0130\u015finiz, m\u00fc\u015fterilerinizin sat\u0131n ald\u0131klar\u0131 \u00fcr\u00fcnden en iyi \u015fekilde yararlanmalar\u0131na yard\u0131mc\u0131 olmak ve paralar\u0131n\u0131n kar\u015f\u0131l\u0131\u011f\u0131n\u0131 ger\u00e7ekten ald\u0131klar\u0131n\u0131 hissetmektir. \u00dcr\u00fcn\u00fcn\u00fcz hakk\u0131nda bilinmesi gereken her \u015feyi \u00f6\u011frenmeyi hedefiniz haline getirin, b\u00f6ylece m\u00fc\u015fterilerinizi yeni \u00f6zellikleri ve hizmetleri kullanmaya y\u00f6nelik zaman\u0131nda \u00f6nerilerle \u015fa\u015f\u0131rtabilirsiniz.<\/p>\n

\n 2.Olumlu Bir Tutum Sergileyin<\/strong>\n<\/h3>\n

Tutum her \u015feydir ve olumlu bir tutum, m\u00fckemmel m\u00fc\u015fteri hizmeti sunmada uzun bir yol kat etmenizi sa\u011flar.<\/p>\n

Yaz\u0131l\u0131 ileti\u015fimin tonunu yanl\u0131\u015f yorumlamak kolayd\u0131r ve e-posta veya canl\u0131 sohbet<\/a> so\u011fuk g\u00f6r\u00fcnebilir. Beyin, bir ba\u015fkas\u0131n\u0131n duygusal tonunu yorumlamak i\u00e7in, \u00e7o\u011fu \u00e7evrimi\u00e7i olmayan beden dili ve y\u00fcz ifadesi de dahil olmak \u00fczere birden \u00e7ok sinyal kullan\u0131r. <\/p>\n

\n 3.Yarat\u0131c\u0131 Bir \u015eekilde Problemleri \u00c7\u00f6z\u00fcn<\/strong>\n<\/h3>\n

M\u00fc\u015fterilerin %80’inden fazlas\u0131 k\u00f6t\u00fc m\u00fc\u015fteri hizmeti ya\u015fad\u0131klar\u0131 i\u00e7in al\u0131\u015fveri\u015ften vazge\u00e7mektedir. Bu nedenle, m\u00fc\u015fterileriniz i\u00e7in sorunlar\u0131 \u00e7\u00f6zme konusunda ba\u015far\u0131l\u0131 olmal\u0131s\u0131n\u0131z ve bunu destek rol\u00fcn\u00fcz\u00fcn merkezi bir par\u00e7as\u0131 haline getirmelisiniz. \u00c7\u00fcnk\u00fc \u00e7\u00f6z\u00fclmesi gereken sorunlar her zaman olacakt\u0131r.<\/p>\n

Problem \u00e7\u00f6zmeye \u00e7al\u0131\u015f\u0131rken m\u00fc\u015fterilerinizi \u015fa\u015f\u0131rtmaktan korkmay\u0131n. Sadece sorunu \u00e7\u00f6zebilir ve yolunuza devam edebilirsiniz, ancak ihtiya\u00e7lar\u0131n\u0131 yarat\u0131c\u0131 yollarla kar\u015f\u0131layarak size ve \u00fcr\u00fcn\u00fcn\u00fcze ba\u011fl\u0131 m\u00fc\u015fteriler yaratacaks\u0131n\u0131z.<\/p>\n

\n 4.H\u0131zl\u0131 Yan\u0131t Verin<\/strong>\n<\/h3>\n

\u0130nsanlar\u0131n %66’s\u0131 , herhangi bir \u00e7evrimi\u00e7i m\u00fc\u015fteri deneyiminde zamanlar\u0131na de\u011fer vermenin en \u00f6nemli \u015fey oldu\u011funa inan\u0131yor. M\u00fc\u015fteri sorgular\u0131n\u0131 olabildi\u011fince \u00e7abuk \u00e7\u00f6zmek, iyi m\u00fc\u015fteri hizmetinin temel ta\u015f\u0131d\u0131r. \u00d6zellikle \u00e7\u00f6z\u00fclmesi fazla zaman almayan daha k\u00fc\u00e7\u00fck sorunlar i\u00e7in h\u0131z esas olmal\u0131d\u0131r.<\/p>\n

M\u00fc\u015fteriler, daha karma\u015f\u0131k sorgular\u0131n \u00e7\u00f6z\u00fclmesinin zaman ald\u0131\u011f\u0131n\u0131 anlar. Yan\u0131t vermeniz i\u00e7in ge\u00e7en s\u00fcre ile sorunlar\u0131n\u0131 \u00e7\u00f6zme h\u0131z\u0131n\u0131z aras\u0131nda bir fark vard\u0131r. M\u00fc\u015fteriler bir bilet kuyru\u011funda oyalanmak istemezler, ancak sorunlar\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in gerekti\u011fi kadar zaman harcarlar.<\/p>\n

M\u00fckemmel m\u00fc\u015fteri hizmeti sunman\u0131n en iyi 10 yolundan birini daha faaliyete d\u00f6kebilmek i\u00e7in m\u00fc\u015fterilerinize m\u00fcmk\u00fcn olan en k\u0131sa s\u00fcrede geri d\u00f6n\u00fcn, ancak sorunu tamamen \u00e7\u00f6zmeden telefonu kapatmak i\u00e7in acele etmeyin.<\/p>\n

\n 5.Hizmetinizi Ki\u015fiselle\u015ftirin<\/strong>\n<\/h3>\n

M\u00fc\u015fterilerin %40’\u0131 daha iyi insan hizmeti istediklerini s\u00f6yl\u00fcyor. Bu, kendilerini sadece bir bilet numaras\u0131ndan daha fazlas\u0131 gibi hissetmek istedikleri anlam\u0131na gelir. Bireysel davran\u0131lmad\u0131\u011f\u0131nda, standart tepkiler almad\u0131klar\u0131nda sinirlenirler.<\/p>\n

M\u00fc\u015fteriler bir \u015firketle de\u011fil, bir ki\u015fiyle etkile\u015fim kurmak ister. Bir\u00e7ok i\u015fletmenin m\u00fc\u015fterilerine do\u011fum g\u00fcnlerinde hediye g\u00f6ndermesinin bir nedeni de budur.<\/p>\n

M\u00fc\u015fterilerinizin sadece isimlerini de\u011fil, do\u011fum g\u00fcnlerini de biliyor musunuz? \u0130lgi alanlar\u0131 veya hobileri ne durumda? Onlar\u0131 g\u00fcld\u00fcrebilir misin ? Bunu herkes i\u00e7in yapmak elbette m\u00fcmk\u00fcn de\u011fil, ancak senaryonun d\u0131\u015f\u0131na \u00e7\u0131kmak ve elinizden geldi\u011fince ki\u015fisel bir dokunu\u015f vermek, m\u00fc\u015fterilerinize onlar\u0131 tan\u0131d\u0131\u011f\u0131n\u0131z\u0131 ve \u00f6nemsedi\u011finizi g\u00f6stermenin \u00f6nemli bir yoludur.<\/p>\n

\n 6.M\u00fc\u015fterilerin kendilerine yard\u0131m etmesine yard\u0131mc\u0131 olun<\/strong>\n<\/h3>\n

Bununla birlikte, m\u00fc\u015fteriler sorunlar\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in her zaman birisiyle konu\u015fmak istemez, \u00e7o\u011fu zaman sorunlar\u0131n\u0131 kendileri \u00e7\u00f6zmek isterler. T\u00fcketicilerin %81’i , canl\u0131 bir temsilciye ula\u015fmadan \u00f6nce meseleleri kendileri halletmeye \u00e7al\u0131\u015f\u0131yor . Daha fazla ara\u015ft\u0131rma, %71’inin \u00e7o\u011fu m\u00fc\u015fteri hizmetleri sorununu kendi ba\u015flar\u0131na \u00e7\u00f6zme becerisini istedi\u011fini g\u00f6steriyor .<\/p>\n

Self servis, m\u00fc\u015fterileri mutlu etmenin \u00f6l\u00e7eklenebilir, uygun maliyetli bir yoludur. Bu da, m\u00fc\u015fterilerin sayfadan ayr\u0131lmadan yan\u0131tlar\u0131 olduklar\u0131 yerde bulabilmeleri i\u00e7in yard\u0131mc\u0131 olur .<\/p>\n

\n 7.Desteklerinizi M\u00fc\u015fteriye Odaklay\u0131n<\/strong>\n<\/h3>\n

M\u00fc\u015fterileriniz i\u015finizin en ayr\u0131lmaz par\u00e7as\u0131d\u0131r, \u00fcr\u00fcn veya k\u00e2rdan \u00f6nce gelirler. Kristin Smaby’ye g\u00f6re , \u201cTamamen farkl\u0131 bir yakla\u015f\u0131m\u0131 d\u00fc\u015f\u00fcnmenin zaman\u0131 geldi: Harika insanlar ve ak\u0131ll\u0131 teknoloji arac\u0131l\u0131\u011f\u0131yla insan merkezli m\u00fc\u015fteri hizmetleri olu\u015fturmal\u0131y\u0131z. Bu y\u00fczden m\u00fc\u015fterilerinizi tan\u0131y\u0131n. Onlar\u0131 insanla\u015ft\u0131r\u0131n. Kendinizi insanla\u015ft\u0131r\u0131n. Buna de\u011fer.” diye eklemektedir.<\/p>\n

\n 8.Aktif Olarak Dinleyin<\/strong>\n<\/h3>\n

M\u00fckemmel m\u00fc\u015fteri hizmeti sunman\u0131n en iyi 10 yolundan biri olan, m\u00fc\u015fteri geri bildirimlerine dikkat etmek, verilere bakmay\u0131 ve ger\u00e7ek zamanl\u0131 dinlemeyi i\u00e7erir. M\u00fc\u015fterilerinize sizinle konu\u015fmaya zaman ay\u0131rd\u0131klar\u0131nda onlar\u0131 duydu\u011funuzu g\u00f6sterin. Dinlemek, m\u00fc\u015fterilerinizin ger\u00e7ek sorunlar\u0131n\u0131 duyma ve bunlar\u0131 etkili bir \u015fekilde \u00e7\u00f6zme \u015fans\u0131n\u0131z\u0131 art\u0131r\u0131r, bu da daha mutlu m\u00fc\u015fterilerle sonu\u00e7lan\u0131r.<\/p>\n

Kendi g\u00fcndeminizi zorlamadan s\u00f6yleyeceklerini dinleyin. M\u00fc\u015fterinizin ne s\u00f6yleyece\u011fini bildi\u011finizi varsaymay\u0131n.<\/p>\n

Aktif dinleme becerilerini g\u00f6sterin; telefondayken veya canl\u0131 sohbetteyken, \u201cAnlatt\u0131klar\u0131n\u0131z\u2026.. gibi geliyor\u2026\u201d ve \u201c\u2026\u2026.. mu demek istiyorsunuz?\u201d gibi ifadeler kullan\u0131n veya “Bunu do\u011fru anlad\u0131\u011f\u0131mdan emin olay\u0131m.” Onlar\u0131 i\u015fitti\u011finizi g\u00f6stermek i\u00e7in sorunu kendi kelimelerinizle tekrar etti\u011finizden emin olun.<\/p>\n

Aktif dinleme ayn\u0131 zamanda m\u00fc\u015fterinizin benzersiz ki\u015fili\u011fine ve mevcut duygusal durumuna dikkat etti\u011finiz anlam\u0131na gelir, b\u00f6ylece yan\u0131t\u0131n\u0131z\u0131 duruma g\u00f6re uyarlayabilirsiniz. M\u00fc\u015fteri hizmetleri tek tip de\u011fildir.<\/p>\n

\n 9.S\u00f6z\u00fcn\u00fcz\u00fc Tutun <\/strong>\n<\/h3>\n

Bir \u015feye s\u00f6z verirseniz, onu yerine getirdi\u011finizden emin olmak sa\u011fduyulu bir m\u00fc\u015fteri hizmetidir. M\u00fc\u015fterilerinizi yar\u0131 yolda b\u0131rakmay\u0131n. S\u00f6z\u00fcn\u00fc tutmak sayg\u0131 ve g\u00fcvenle ilgilidir.<\/p>\n

\u00d6rne\u011fin, %99’luk bir SLA \u00e7al\u0131\u015fma s\u00fcresi vaat ediyorsan\u0131z, bu standarda uydu\u011funuzdan emin olun. Yaz\u0131l\u0131m\u0131n\u0131zda belirli bir \u00f6zelli\u011fi belirli bir zaman diliminde geli\u015ftirmeye s\u00f6z veriyorsan\u0131z, bunu yerine getirdi\u011finizden emin olun.<\/p>\n

S\u00f6z\u00fcn\u00fcz\u00fc bozdu\u011funuzda, \u00f6rne\u011fin bir m\u00fc\u015fteriye 24 saat i\u00e7inde d\u00f6nece\u011finizi s\u00f6yler ve yapmazsan\u0131z, bunu telafi edecek bir \u015fey teklif edin. M\u00fc\u015fterinizin teslimat\u0131 ters giderse, de\u011fi\u015ftirmeyi teklif edin ve sorunlar\u0131 i\u00e7in paras\u0131n\u0131 iade edin. K\u0131sa vadede biraz para kaybedebilirsiniz, ancak sad\u0131k bir m\u00fc\u015fteri kazanacaks\u0131n\u0131z.<\/p>\n

\u0130lgin\u00e7 bir \u015fekilde, s\u00f6z verdi\u011finizden fazlas\u0131n\u0131 teslim etti\u011finizde m\u00fc\u015fteriler ekstra minnettar hissetmezler . Bu \u00f6nemli sosyal s\u00f6zle\u015fmeyi asla bozmad\u0131\u011f\u0131n\u0131zdan emin olabilmeniz i\u00e7in az s\u00f6z vermek ve gere\u011finden fazla teslim etmemek daha iyidir.<\/p>\n

\n 10.Proaktif Olarak Yard\u0131mc\u0131 Olun<\/strong>\n<\/h3>\n

M\u00fckemmel m\u00fc\u015fteri hizmeti sunman\u0131n en iyi 10 yolundan bir di\u011feri ise, ekstra yol kat etmektir. Bu, t\u00fcm kutular\u0131 i\u015faretledi\u011finiz, ancak yine de daha fazlas\u0131n\u0131 yapmak istedi\u011finiz zamand\u0131r.<\/p>\n

Bazen yard\u0131mc\u0131 olmak, m\u00fc\u015fterilerinizin ihtiya\u00e7lar\u0131n\u0131 daha onlar dile getirmeden \u00f6nce tahmin etmek anlam\u0131na gelir. Asl\u0131nda, bazen m\u00fc\u015fteriler ger\u00e7ekten ba\u015fka bir \u015feye ihtiya\u00e7lar\u0131 oldu\u011funun fark\u0131na varmadan bir \u015fey isteyebilirler. Onlar\u0131n ihtiya\u00e7lar\u0131n\u0131 tahmin etmek ve onlar\u0131 sa\u011flamak sizin i\u015finiz.<\/p>\n

M\u00fc\u015fteriler, onlara de\u011fer verdi\u011finizi, sizin i\u00e7in ger\u00e7ekten \u00f6zel olduklar\u0131n\u0131 hissettiklerinde, geri gelmeye devam edeceklerdir. Bu, sosyal psikolojideki kar\u015f\u0131l\u0131kl\u0131l\u0131k olgusuyla ba\u011flant\u0131l\u0131 olabilir : M\u00fc\u015fterileriniz i\u00e7in g\u00fczel bir \u015fey yaparsan\u0131z, kar\u015f\u0131l\u0131\u011f\u0131nda bir \u015fey yapmak isteyeceklerdir. \u00d6rne\u011fin \u00fcr\u00fcnlerinizi sat\u0131n almak gibi!<\/p>\n

Onlara k\u00fc\u00e7\u00fck bir hediye g\u00f6ndermek veya onlara nadir bulunan bir promosyon kodu vermek, m\u00fc\u015fterilerinizin egolar\u0131na hitap edecek ve i\u015flerini ger\u00e7ekten takdir etti\u011finizi g\u00f6sterecektir.<\/p>\n

M\u00fckemmel M\u00fc\u015fteri Hizmeti Sunarak \u0130\u015finizi B\u00fcy\u00fctmek<\/h2>\n

Yukar\u0131daki \u00f6\u011felerin t\u00fcm\u00fc, m\u00fckemmel m\u00fc\u015fteri hizmeti sunmak i\u00e7in bir araya gelir. M\u00fc\u015fterilerinizin size ve i\u015finize sad\u0131k kalmas\u0131n\u0131 sa\u011flayan harika bir m\u00fc\u015fteri hizmetidir ve bu size, yard\u0131mc\u0131 oldu\u011funuz ve birlikte \u00e7al\u0131\u015fmaktan keyif ald\u0131\u011f\u0131n\u0131z bir itibar kazand\u0131r\u0131r.<\/p>\n

M\u00fc\u015fteriler, \u00f6zel ve e\u015fsiz bir muamele g\u00f6rmek isterler. M\u00fc\u015fteri hizmetleri odakl\u0131 b\u00fcy\u00fcme i\u00e7in onlar\u0131 ve kendinizi \u00f6zelle\u015ftirmelisiniz.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Tutarl\u0131 Bir \u015eekilde M\u00fckemmel M\u00fc\u015fteri Hizmeti Sunman\u0131n 10 Farkl\u0131 Yolu E\u015fsiz bir \u00fcr\u00fcne sahip olabilirsiniz, ancak m\u00fc\u015fteri hizmetleriniz yetersiz, g\u00fcvenilmez veya ileti\u015fim kurmas\u0131 zorsa, bu durum kulaktan kula\u011fa yay\u0131lacak ve bu sebeple m\u00fc\u015fteri kaybedeceksinizdir. M\u00fc\u015fteri hizmetlerine yat\u0131r\u0131m yapman\u0131n uzun vadeli i\u015f ba\u015far\u0131s\u0131n\u0131n anahtar\u0131 olmas\u0131n\u0131n b\u00fcy\u00fck bir nedeni de budur. Ancak, m\u00fckemmel m\u00fc\u015fteri hizmeti sa\u011flamak ne […]<\/p>\n","protected":false},"author":1,"featured_media":11248,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[56],"tags":[],"class_list":["post-11222","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-musteri-hizmetleri"],"yoast_head":"\nTutarl\u0131 Bir \u015eekilde M\u00fckemmel M\u00fc\u015fteri Hizmeti Sunman\u0131n 10 Farkl\u0131 Yolu - CREAFONE<\/title>\n<meta name=\"description\" content=\"M\u00fckemmel M\u00fc\u015fteri Hizmeti Sa\u011flamak Ne Anlama Gelir Ve M\u00fc\u015fterileriniz Yard\u0131m \u0130\u00e7in Ba\u015fvurdu\u011funda Harika Bir Deneyim Ya\u015famas\u0131n\u0131 Nas\u0131l Sa\u011flayabilirsiniz?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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