{"id":11253,"date":"2021-11-12T13:38:00","date_gmt":"2021-11-12T13:38:00","guid":{"rendered":"https:\/\/www.creafone.com\/?p=11253"},"modified":"2022-01-12T08:57:33","modified_gmt":"2022-01-12T08:57:33","slug":"zor-musterilerle-nasil-basa-cikilir","status":"publish","type":"post","link":"https:\/\/www.creafone.com\/en\/blog\/zor-musterilerle-nasil-basa-cikilir\/","title":{"rendered":"10 Ad\u0131m’da Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r?"},"content":{"rendered":"
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10 Ad\u0131m'da Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Pek \u00e7ok zor m\u00fc\u015fteri t\u00fcr\u00fc olmas\u0131na ra\u011fmen, m\u00fc\u015fteri hizmetleri becerilerinizi geli\u015ftirmenize ve m\u00fc\u015fteri anla\u015fmazl\u0131klar\u0131n\u0131 etkin bir \u015fekilde \u00e7\u00f6zmenize yard\u0131mc\u0131 olacak baz\u0131 temel stratejileri takip edebilirsiniz. Zor m\u00fc\u015fteriler kar\u015f\u0131s\u0131nda sakin kalmak<\/a>, etkili bir \u015fekilde ba\u015fa \u00e7\u0131kmak ve m\u00fckemmel m\u00fc\u015fteri hizmeti sa\u011flamak i\u00e7in tabilece\u011finiz baz\u0131 ad\u0131mlar \u015funlard\u0131r:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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  1. \u0130leti\u015fiminizi profesyonel tutun.<\/a><\/li>\n \t
  2. Sakin kal\u0131n.<\/a><\/li>\n \t
  3. Yumu\u015fak konu\u015fun.<\/a><\/li>\n \t
  4. Aktif dinleme al\u0131\u015ft\u0131rmas\u0131 yap\u0131n.<\/a><\/li>\n \t
  5. Onlara konu\u015fmalar\u0131 i\u00e7in zaman verin.<\/a><\/li>\n \t
  6. M\u00fc\u015fterinin bak\u0131\u015f a\u00e7\u0131s\u0131n\u0131 anlay\u0131n.<\/a><\/li>\n \t
  7. \u0130htiya\u00e7lar\u0131n\u0131 de\u011ferlendirin.<\/a><\/li>\n \t
  8. Bir \u00e7\u00f6z\u00fcm aray\u0131n.<\/a><\/li>\n \t
  9. Destek isteyin.<\/a><\/li><\/span>\n \t
  10. Olumlu bir ili\u015fki s\u00fcrd\u00fcr\u00fcn.<\/a><\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    1. \u0130leti\u015fiminizi Profesyonel Tutun<\/span><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    M\u00fc\u015fteriyle ileti\u015fim kurarken konu\u015fma uslubunuzu; profesyonel, arkada\u015f canl\u0131s\u0131 ve sayg\u0131l\u0131 tutmaya \u00f6zen g\u00f6sterin. Davran\u0131\u015flar\u0131n\u0131z i\u015fvereninizi veya i\u015finizi yans\u0131t\u0131r. Profesyonel ileti\u015fimleri y\u00f6netmek i\u00e7in ses tonunuzu sabit tutun ve beden dilinizin m\u00fc\u015fterinize verdikleri <\/span> geri bildirimlere a\u00e7\u0131k oldu\u011funu g\u00f6sterdi\u011finden emin olun. \u00d6rne\u011fin, g\u00f6zlerinin i\u00e7ine bak\u0131n ve yan\u0131t verirken adlar\u0131n\u0131 kullan\u0131n.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    2. Sakin Kal\u0131n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Duygular\u0131n\u0131z\u0131 ayarlay\u0131n. Rahatlamak ve her m\u00fc\u015fteri etkile\u015fimini m\u00fcmk\u00fcn oldu\u011funca sorunsuz hale getirmek sizin yarar\u0131n\u0131zad\u0131r. Sakin kald\u0131\u011f\u0131n\u0131zda, durumun daha zor bir ileti\u015fime d\u00f6n\u00fc\u015fmesini engellersiniz.\n\n

    M\u00fc\u015fterilerle etkile\u015fim kurarken dikkatli olun. Kendinize \u015fu soruyu sorun, “\u015eu anda beni nas\u0131l hissettiriyorlar?” Kalbinizin h\u0131zland\u0131\u011f\u0131n\u0131 veya derin nefes almad\u0131\u011f\u0131n\u0131z\u0131 fark edebilirsiniz. V\u00fccudunuzdaki gerilimi fark edin ve mevcut durumun sizi strese sokmas\u0131n\u0131 \u00f6nlemek<\/span> i\u00e7in bilin\u00e7li bir karar verin. Duygular\u0131n\u0131z\u0131 nas\u0131l tan\u0131yaca\u011f\u0131n\u0131z\u0131 ve de\u011fi\u015ftirece\u011finizi \u00f6\u011frenirseniz, m\u00fc\u015fteriyle etkile\u015fiminizin ba\u015far\u0131l\u0131 olma olas\u0131l\u0131\u011f\u0131 daha y\u00fcksektir. \u00d6rne\u011fin bir m\u00fc\u015fteri k\u0131zg\u0131nsa, ancak ciddi bir ton kullanmay\u0131 tercih edebilirsiniz.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    3. Yumu\u015fak Konu\u015fun<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    M\u00fc\u015fterinin sesini y\u00fckseltti\u011fi bir durumda, normalden daha yumu\u015fak konu\u015fmak en iyisi olabilir. Onlara sakince yakla\u015fmak ve yava\u015f konu\u015fmak isteyebilirsiniz. Sakin bir duru\u015f, <\/span>durumu kontrol alt\u0131nda ve y\u00f6netilebilir durumda tutmaya yard\u0131mc\u0131 olur. Yumu\u015fak bir \u015fekilde konu\u015fmak, gergin konu\u015fmalar\u0131 azaltmak i\u00e7in yararl\u0131 olabilecek bir stratejidir.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    4. Aktif Dinleme Al\u0131\u015ft\u0131rmas\u0131 Yap\u0131n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Aktif dinleme, konu\u015fmalarda anlama ve ileti\u015fimi geli\u015ftiren bir beceridir. Niyetinizi konu\u015fmac\u0131ya odaklamay\u0131, s\u00f6ylediklerini anlamay\u0131 ve d\u00fc\u015f\u00fcnceli bir \u015fekilde yan\u0131t vermeyi i\u00e7erir.\n\n

    Aktif dinleme, durumu daha iyi hale getirmek i\u00e7in elinizden gelenin en iyisini yapabilmeniz i\u00e7in m\u00fc\u015fterinin s\u00f6zlerinin \u00f6nemini anlaman\u0131za yard\u0131mc\u0131 olur. Bu nedenle, m\u00fc\u015fterinizin konu\u015fmaya kat\u0131ld\u0131\u011f\u0131n\u0131z konusunda g\u00fcvenceye ihtiyac\u0131 oldu\u011funda aktif dinlemeyi kullanman\u0131z gerekebilir.\n\n

    Aktif dinleme al\u0131\u015ft\u0131rmas\u0131 yapman\u0131n bir yolu, konu\u015fmac\u0131ya dinledi\u011finizi ve konu\u015fmaya kat\u0131ld\u0131\u011f\u0131n\u0131z\u0131 bildiren s\u00f6zl\u00fc onaylamalar kullanmakt\u0131r. A\u015fa\u011f\u0131da baz\u0131 s\u00f6zl\u00fc onaylama \u00f6rnekleri verilmi\u015ftir:\n

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    • “Anlad\u0131m.”<\/strong><\/li>\n \t
    • “Evet kat\u0131l\u0131yorum.”<\/strong><\/li>\n \t
    • “Ne demek istedi\u011finizi biliyorum.”<\/strong><\/li>\n \t
    • “Sizi duyuyorum.”<\/strong><\/li>\n \t
    • “Hakl\u0131s\u0131n\u0131z.”<\/strong><\/li>\n<\/ul>\n

      Aktif dinleme, ustala\u015fmak i\u00e7in pratik gerektiren bir beceridir. \u0130\u015fyerinde \u00f6nemlidir \u00e7\u00fcnk\u00fc sorunlar\u0131 etkili bir \u015fekilde belirlemenize ve \u00e7\u00f6zmenize yard\u0131mc\u0131 olur.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      5. Konu\u015fmalar\u0131 \u0130\u00e7in Onlara Zaman Verin<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      \u0130nsanlar anla\u015f\u0131lmak ister. M\u00fc\u015fteriye onlar\u0131 dinledi\u011finizi g\u00f6sterin. Ba\u015f\u0131n\u0131z\u0131 sallay\u0131n ve a\u00e7\u0131k bir v\u00fccut dili tarz\u0131 tutun. Onlara cevap vermeden \u00f6nce kendilerini ifade etmeleri i\u00e7in bolca zaman verin. Onlara d\u00fc\u015f\u00fcncelerini ifade etmeleri i\u00e7in zaman vermek, durumu anlaman\u0131za ve <\/span>m\u00fc\u015fteriye d\u00fc\u015f\u00fcncelerini ve duygular\u0131n\u0131 \u00e7\u00f6zmesi i\u00e7in zaman vermenize yard\u0131mc\u0131 olacakt\u0131r.\n\nDurum izin veriyorsa m\u00fc\u015fteriye s\u00f6zlerini duymak istedi\u011finizi s\u00f6yleyin, aksine sessiz kalacaksan\u0131z s\u00f6zlerini kesmeden t\u00fcm s\u00f6ylediklerini dinlemelisiniz.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      6. M\u00fc\u015fterinin Bak\u0131\u015f A\u00e7\u0131s\u0131n\u0131 Anlay\u0131n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      onlar\u0131n bak\u0131\u015f a\u00e7\u0131lar\u0131n\u0131 anlaman\u0131z ve buna zaman ay\u0131rman\u0131z gerekir. Empati becerileri, kar\u015f\u0131n\u0131zdaki ki\u015finin duygular\u0131n\u0131 veya niyetlerini anlamaya yard\u0131mc\u0131 olur. Empati yapmak, m\u00fc\u015fterinin mevcut duygusal durumunu anlaman\u0131za ve buna g\u00f6re yan\u0131t vermenize olanak tan\u0131r.\n\n

      Bir etkile\u015fime kat\u0131lmak i\u00e7in iki ki\u015fi gerekir. Bir m\u00fc\u015fteriyle konu\u015furken, m\u00fc\u015fterinin hayal k\u0131r\u0131kl\u0131\u011f\u0131n\u0131 ifade etmesi gerekebilir ve yard\u0131m edebilmek i\u00e7in onlar\u0131 duymak istersiniz. Bir m\u00fc\u015fterinin bak\u0131\u015f a\u00e7\u0131s\u0131n\u0131 daha iyi anlamak istiyorsan\u0131z, soru sormay\u0131 deneyin. \u0130htiya\u00e7lar\u0131n\u0131 netle\u015ftirmek, do\u011fru olan\u0131 yapma konusundaki ger\u00e7ek arzunuzu bilmelerine yard\u0131mc\u0131 olabilir ve yard\u0131m etmek istedi\u011finizi bilerek rahatlamalar\u0131na izin verebilir.\n\nEmpati prati\u011fi yapmak i\u00e7in \u015funlar\u0131 deneyin:\n

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      • Ba\u015f\u0131n\u0131z\u0131 sallay\u0131n.<\/strong><\/li>\n \t
      • M\u00fc\u015fteriye ideal \u00e7\u00f6z\u00fcm\u00fcn\u00fcn ne oldu\u011funu sorun.<\/strong><\/li>\n \t
      • Sayg\u0131l\u0131 olun.<\/strong><\/li>\n \t
      • “Hakl\u0131s\u0131n\u0131z” gibi ifadeler kullanarak sorumluluk al\u0131n.\n<\/strong><\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        7. \u0130htiya\u00e7lar\u0131n\u0131 De\u011ferlendirin<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        M\u00fc\u015fteri hizmeti sunman\u0131n en iyi yollar\u0131ndan biri, her m\u00fc\u015fterinin \u00f6zel ihtiya\u00e7lar\u0131n\u0131 belirlemektir. M\u00fc\u015fterinin ihtiya\u00e7lar\u0131n\u0131 anlamak<\/span> i\u00e7in zaman ay\u0131rmak, sorunlar\u0131n\u0131 daha h\u0131zl\u0131 \u00e7\u00f6zmenize yard\u0131mc\u0131 olacakt\u0131r. M\u00fc\u015fteriye \u015fikayetlerini gidermek i\u00e7in elinizden gelen her \u015feyi yapaca\u011f\u0131n\u0131z\u0131 bildirin.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        8. Bir \u00c7\u00f6z\u00fcm Aray\u0131n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Bazen m\u00fc\u015fteriye neye ihtiya\u00e7lar\u0131 oldu\u011funu sormak faydal\u0131 olabilir. Bu y\u00f6ntem, do\u011frudan tatmin edici \u00e7\u00f6z\u00fcmlere ula\u015fman\u0131za yard\u0131mc\u0131 olabilir ve \u00e7\u00f6z\u00fcmlere odaklanmak, durumu h\u0131zl\u0131 bir \u015fekilde \u00e7\u00f6zmeniz i\u00e7in size daha iyi bir \u015fans verecektir.\n\n

        Bu se\u00e7enek, hangi eylemlerin m\u00fc\u015fterinin zihnini <\/span>rahatlataca\u011f\u0131ndan emin olmad\u0131\u011f\u0131n\u0131zda en iyisidir. Beklentilerini kar\u015f\u0131lama, bir uzla\u015fma bulma ve onlar\u0131 bir m\u00fc\u015fteri olarak elde tutma konusunda daha iyi bir \u015fans\u0131n\u0131z olmas\u0131 i\u00e7in ideal \u00e7\u00f6z\u00fcmleri adland\u0131rmalar\u0131na izin verin.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        9. Destek \u0130steyin<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Baz\u0131 durumlarda, ba\u015fka bir i\u015f arkada\u015f\u0131n\u0131zdan veya y\u00f6neticinizden destek istemeniz gerekebilir. Deste\u011fi aramak, baz\u0131 durumlarda bir m\u00fc\u015fterinin sorununu \u00e7\u00f6zmenize veya sorular\u0131n\u0131 yan\u0131tlaman\u0131za yard\u0131mc\u0131 olabilir. Bir m\u00fc\u015fteriye, daha iyi bir bak\u0131\u015f a\u00e7\u0131s\u0131na sahip olabilecek veya sorunlar\u0131n\u0131 \u00e7\u00f6zmek i\u00e7in daha fazla yetkiye sahip olabilecek ba\u015fka birini getirdi\u011finizi bilmesini sa\u011flay\u0131n.\n\n

        \u00d6rne\u011fin, bir m\u00fc\u015fteri rahats\u0131zl\u0131k vermek i\u00e7in yapabilece\u011finizden daha fazlas\u0131n\u0131 talep ediyorsa, g\u00f6r\u00fc\u015fmeye y\u00f6neticinizi davet<\/span> edebilirsiniz. Bazen m\u00fc\u015fteriler, endi\u015felerinin nas\u0131l giderilece\u011fi konusunda daha b\u00fcy\u00fck kararlar verebilecek biri taraf\u0131ndan duyuldu\u011funda ekstra olarak alg\u0131lad\u0131\u011f\u0131 bu ad\u0131m\u0131 takdir eder.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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        10. Olumlu Bir \u0130li\u015fki S\u00fcrd\u00fcr\u00fcn<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Bir m\u00fc\u015fteriye yard\u0131m etmeyi bitirdi\u011finizde, ba\u015fka endi\u015feleriniz olup olmad\u0131\u011f\u0131n\u0131 sordu\u011funuzdan emin olun. Orijinal soruna o kadar odaklanm\u0131\u015f olacaklard\u0131r ki ba\u015fka bir sorunu unutmu\u015f olma ihtimalleri y\u00fcksektir. Bu ayn\u0131 zamanda, onlara bir m\u00fc\u015fteri olarak sahip olmaktan dolay\u0131 sayg\u0131 duydu\u011funuzu ve takdir etti\u011finizi bilmelerini sa\u011flar.\n\n

        M\u00fc\u015fterinin rahats\u0131z oldu\u011fu konu yetkiniz dahilinde ise, onlara bir hediye kart\u0131 veya kredi sunmay\u0131 d\u00fc\u015f\u00fcnebilirsiniz.\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

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        \n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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        \n\t\t\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":"

        10 Ad\u0131m’da Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? Pek \u00e7ok zor m\u00fc\u015fteri t\u00fcr\u00fc olmas\u0131na ra\u011fmen, m\u00fc\u015fteri hizmetleri becerilerinizi geli\u015ftirmenize ve m\u00fc\u015fteri anla\u015fmazl\u0131klar\u0131n\u0131 etkin bir \u015fekilde \u00e7\u00f6zmenize yard\u0131mc\u0131 olacak baz\u0131 temel stratejileri takip edebilirsiniz. Zor m\u00fc\u015fteriler kar\u015f\u0131s\u0131nda sakin kalmak, etkili bir \u015fekilde ba\u015fa \u00e7\u0131kmak ve m\u00fckemmel m\u00fc\u015fteri hizmeti sa\u011flamak i\u00e7in tabilece\u011finiz baz\u0131 ad\u0131mlar \u015funlard\u0131r: \u0130leti\u015fiminizi profesyonel tutun. […]<\/p>\n","protected":false},"author":1,"featured_media":11263,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[56],"tags":[],"class_list":["post-11253","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-musteri-hizmetleri"],"yoast_head":"\n10 Ad\u0131m'da Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? - CREAFONE<\/title>\n<meta name=\"description\" content=\"Zor M\u00fc\u015fterilerle Ba\u015fa \u00c7\u0131kmak Hi\u00e7 Bu Kadar Kolay Olmam\u0131\u015ft\u0131 Fakat Onlarla Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131laca\u011f\u0131n\u0131 Bilmek \u00d6nemlidir.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.creafone.com\/en\/blog\/zor-musterilerle-nasil-basa-cikilir\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 Ad\u0131m'da Zor M\u00fc\u015fterilerle Nas\u0131l Ba\u015fa \u00c7\u0131k\u0131l\u0131r? 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