FM / queue

/home/wespack/etc/wespack.com.my/sales/boxtrapper/queue/

/home/wespack/etc/wespack.com.my/sales/boxtrapper/queue

Name	Size	Mode	Actions
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0fSCWqSXYkYX9F7FCijWT-1333595663.msg	22523	0660	edit dl rm
0oU3bFNM4NzPi5wI3cYsp-1333589286.msg	268220	0660	edit dl rm
1FLtiY9EfgM5lMPCG82Tx-1333895343.msg	5278	0660	edit dl rm
1hof120xgF_zOc5OP8_hm-1333073898.msg	7335	0660	edit dl rm
1IDPrTQ9XuoEObu7POmbs-1334213358.msg	63142	0660	edit dl rm
1Qh6NX_TgRViW3UD3UR3F-1333077584.msg	100795	0660	edit dl rm
1v3idQJBDNfDJ_AZsWvLK-1333615828.msg	21456	0660	edit dl rm
1Ypx8GlfgVJ7Uky94pixi-1333609572.msg	7338	0660	edit dl rm
2c8VD0NzGJTjPB5jes6Po-1333598163.msg	554820	0660	edit dl rm
2k_9I29Lub_CYbJbwoqP9-1333943482.msg	7630	0660	edit dl rm
2Nb9z0GjKwIORcbM8Rlzt-1333522782.msg	99364	0660	edit dl rm
2uhq6VTqxv934ByZtLEFE-1334211087.msg	89613	0660	edit dl rm
2zr25mSfm91PgvSg23Cas-1334037924.msg	71153	0660	edit dl rm
3DvYVYJNfYeFyHwDuo4bp-1334218768.msg	87106	0660	edit dl rm
3MLGEGtjeQgBGrhSedpTm-1333100968.msg	2525	0660	edit dl rm
3_t_UPbOAjN9EX7dDAnFd-1333439962.msg	89442	0660	edit dl rm
4CEK52cdimEDdAmAx7z_D-1333358340.msg	3776	0660	edit dl rm
4hEjUa8tlrKqC_Y9_MhWQ-1333608554.msg	71342	0660	edit dl rm
4HUJRFGVZRU9K6EiE2OEq-1333938568.msg	283722	0660	edit dl rm
4Kp1fD071LMJUG7epaCw1-1333602133.msg	41390	0660	edit dl rm
4l_MSXke6BdaPoHx11DGo-1334045795.msg	554831	0660	edit dl rm
4Q60BaftKPrwN_bc6DJ5T-1334318969.msg	377754	0660	edit dl rm
5h7omxxNQ9KSxfMkdzgcp-1334005993.msg	104835	0660	edit dl rm
5xEpU5TrOwRgygSwucEG0-1333973134.msg	2027	0660	edit dl rm
05_29zm76yYMJua0sYMCl-1333455340.msg	73480	0660	edit dl rm
6gD69MUXKPGuKNhtjcqO2-1333427478.msg	161117	0660	edit dl rm
6IBC5uAjf0f8oyqLHCabw-1333932270.msg	35493	0660	edit dl rm
6itS71xTQsRqbtOH1zVFY-1333998527.msg	694692	0660	edit dl rm
6tPIEd3JmwShHaZMEf90I-1333629082.msg	120788	0660	edit dl rm
6vDfnxSB6OnDSiLCxNkmP-1333609922.msg	11026	0660	edit dl rm
7kB7I6UUoSu6PL9FTeCoj-1333489099.msg	29195	0660	edit dl rm
7n8uBdWHP3IAo5P8TBoXO-1334302177.msg	96865	0660	edit dl rm
7rd1V5JoMjrlsXai9TY9w-1333038201.msg	108337	0660	edit dl rm
7SEHnEA2kvJLPGXTneUlI-1333681129.msg	9477	0660	edit dl rm
07wGFWPlETz_izs4vLgNA-1333562498.msg	76541	0660	edit dl rm
7xf4k8F8VopfsGrNvfMDV-1332985173.msg	717541	0660	edit dl rm
7Xo2kNWDMWKDAHI7LkATA-1334317567.msg	76021	0660	edit dl rm
7Y7dMbqdkhksKMbrv85Kw-1334194905.msg	283772	0660	edit dl rm
8JW6PBjlFCY5rE0wMIAN0-1333069298.msg	14335	0660	edit dl rm
8Kvk04ZXPhRQW7GZXgPNd-1333344519.msg	16823	0660	edit dl rm
8mwZ1ogaIFdaRhOMQj1PP-1333973760.msg	21745	0660	edit dl rm
8WfI_V57SewjdAM_U10Rh-1334134362.msg	21181	0660	edit dl rm
8XCa9kplVFkWiR4aZmBHS-1333505809.msg	4115	0660	edit dl rm
9aTU5INv0tLevkynHRt0r-1334024285.msg	76889	0660	edit dl rm
9ECxXIdQyeChAbinHEk3c-1333424694.msg	2730	0660	edit dl rm
9XBBUxfsW2R7h2WPD0Xa1-1333424360.msg	2729	0660	edit dl rm
9ZCGmumnT4ij0izwc2p69-1333343394.msg	11121	0660	edit dl rm
28VqRbys5rit_rlCB674t-1333167268.msg	156089	0660	edit dl rm
86C4PVk_etrCeahpcCk7H-1334219897.msg	372933	0660	edit dl rm
a2Mxz5PCFB8C2cNSvZx_u-1334027448.msg	3632	0660	edit dl rm
A4x3snppiWbks8GG5tR7q-1334292558.msg	89990	0660	edit dl rm
a7XNsrX87qkPfmAaDnet1-1333069842.msg	14049	0660	edit dl rm
aeVxC3XhvVd2rqvj5DvPw-1333323607.msg	43156	0660	edit dl rm
aFAZIswJmM5MNncT18InQ-1334008281.msg	13550	0660	edit dl rm
AGoSOJfz9DwvQHHdC1KcE-1333571055.msg	45470	0660	edit dl rm
ajJ0jEMUvZN7ztQVs7ntV-1333992279.msg	20398	0660	edit dl rm
Ak3W01oSxxc_SR17o_pEA-1333105466.msg	40977	0660	edit dl rm
AlA2Awf5Tov010zDBEHdR-1333501898.msg	8380	0660	edit dl rm
ANolc2DzyLIrEt233qP98-1333353791.msg	3858	0660	edit dl rm
ap8sVqb5ffwR1kvS7KQSe-1334187041.msg	36765	0660	edit dl rm
aPqFjxdLnNyvrrRVHzuUX-1333518020.msg	2074115	0660	edit dl rm
aRjI7mfakwVExgxEXYVBK-1332983191.msg	5000	0660	edit dl rm
asjCeEjNm_FQ9r9HUvw8g-1333181813.msg	40322	0660	edit dl rm
AucS_ZaHyZ8Ei6jqO2NfQ-1334034822.msg	82853	0660	edit dl rm
b1o32KfgmEbdWqN6VHhFN-1333327854.msg	283768	0660	edit dl rm
B55AGeq8e5e8jHYMIxKRd-1333023548.msg	8318	0660	edit dl rm
BDHZNibzmCTSUaqssvwyF-1333383533.msg	240668	0660	edit dl rm
bDtFCBvwIeVvLVXHSs83l-1332990152.msg	92531	0660	edit dl rm
BgBRZh5Ar15jMCTriiL70-1333340988.msg	122096	0660	edit dl rm
bixUZ1e_Ipkpongkfbm8w-1334027518.msg	8669	0660	edit dl rm
BjTwq01mWmYqYRqauCsmd-1333605806.msg	4099	0660	edit dl rm
Bkp7DEtPm3nL1gM1jLJ_Z-1333628867.msg	3589	0660	edit dl rm
Bqp63wBETukU3ig8YlzjT-1333389382.msg	262086	0660	edit dl rm
brebaNJQtoTNp_WUEdwUA-1334008285.msg	14583	0660	edit dl rm
BSOcc9aDvtyY6T2O8KbRW-1333624853.msg	17359	0660	edit dl rm
ByKstnhUAWFbrwjHnwRZG-1334049152.msg	76969	0660	edit dl rm
bYT8ZYVu4TzVrhzW0Gigz-1334297455.msg	8116	0660	edit dl rm
bYvz5URYYisiTyU0gVcGd-1333939259.msg	287727	0660	edit dl rm
bZBR2kRd2NtCXKaX89QvR-1333064879.msg	38513	0660	edit dl rm
C7O1KUVPnOm8uwjfKd59i-1333486190.msg	48346	0660	edit dl rm
C8HS9o5qVFe2rIzAlxOQi-1333370208.msg	47171	0660	edit dl rm
c53CXqYxuXyg6arZ7H22c-1333424474.msg	2734	0660	edit dl rm
Cckn9l2fqpRdeoCq7HbaT-1334247286.msg	151543	0660	edit dl rm
ce2sNxJPvQtLHP0OkEuPb-1333597411.msg	10010	0660	edit dl rm
CIRdQPJBaPgYzeVvTTFr5-1333688121.msg	62937	0660	edit dl rm
cOHZonR_4C8CHyCvNMW2H-1332997217.msg	7439	0660	edit dl rm
cQlZf63cOeGz4si0mK5Hr-1333116571.msg	89499	0660	edit dl rm
cWTi1Dbh_ua35FMxPeKhC-1334213590.msg	92192	0660	edit dl rm
dE7cwW17gvQs2oT6ZLmob-1332982314.msg	283757	0660	edit dl rm
DEHM6WRdHfXCc5Nv0zx0u-1333133939.msg	22459	0660	edit dl rm
dfYcafTkkuZ97S6VsBLTQ-1334307454.msg	106699	0660	edit dl rm
DGq_vf_IfFcfoGgcb4j4A-1333323541.msg	32840	0660	edit dl rm
dI4aJwIDT9Wxm_EsGewUs-1333438956.msg	13485	0660	edit dl rm
dPw84S4ddxMG5lb1XIWy6-1333415511.msg	236674	0660	edit dl rm
dsacjLU2QWsLXxmkRFYou-1334021711.msg	285977	0660	edit dl rm
dsMJdmhpkj8hJ_A5qqvJx-1333525175.msg	4044	0660	edit dl rm
DtgETtd0JER6av4bWB4h2-1334192523.msg	3586978	0660	edit dl rm
DUGXGKxTJZbkBYr8r1qh8-1333178499.msg	595515	0660	edit dl rm
Dv5o6YZWZY0sb2WzFzq2s-1333677195.msg	271581	0660	edit dl rm
e4eAuBPngTjVA35yJFKVa-1333937265.msg	14646	0660	edit dl rm
E5H3OrVD3XXMeUEncNRzR-1333422801.msg	7917	0660	edit dl rm
eByZLDNuge2msR8RPdtwr-1333712614.msg	81859	0660	edit dl rm
ECxB8kxLIXYuQQTBdUA7U-1334024414.msg	13699	0660	edit dl rm
eG6jjyYi1THgIsw9ZpcUD-1333213918.msg	32102	0660	edit dl rm
eHbrDIiC2KFMWGx_z5ENt-1334058539.msg	34236	0660	edit dl rm
EifTVsXpexJaunCHwdUtF-1333307849.msg	105116	0660	edit dl rm
EIJmIupEOitVMstnuh6DD-1333914223.msg	104249	0660	edit dl rm
EKHH6xGwiNpfbQRSrkfKp-1333188581.msg	46807	0660	edit dl rm
eMS3hy0i0z3h3c27xrMYI-1333581017.msg	91683	0660	edit dl rm
eQSRzPyBbqjZ9DwC7pY4H-1333622824.msg	373389	0660	edit dl rm
EsYLJyzOsWiWMK5NrV8_8-1333355384.msg	224191	0660	edit dl rm
EUb1oKKwl0k8GjkEEtW39-1333625924.msg	95172	0660	edit dl rm
EUcKzuvcFPssbRiGuDecS-1334284271.msg	66846	0660	edit dl rm
EUUoON5HirTTraIWBWsaE-1334040717.msg	8185	0660	edit dl rm
evAdwOHNE9bVIW1TMVS0G-1334205775.msg	33639	0660	edit dl rm
EwBHG5V0OiVwitSvPla6P-1333416274.msg	283768	0660	edit dl rm
eXfuDL0rfE_KisbeC9pfD-1333355125.msg	4441	0660	edit dl rm
F0bLnIQTb5GPa17KLTrIA-1333074725.msg	46540	0660	edit dl rm
f2666F3fLu5qWP3vUu2tK-1333164656.msg	1000767	0660	edit dl rm
fBiElW0PYZLiraPk2gFbv-1333114262.msg	28831	0660	edit dl rm
FDUBmYBxzjD0wGuXFyAtf-1333623894.msg	149343	0660	edit dl rm
FfblM1WHiST0TQLqpm_TW-1333463882.msg	5290	0660	edit dl rm
ffk7q2e_zyfuUX9SFAzdw-1333082240.msg	49237	0660	edit dl rm
fIEySnCik6EC1W5PC4ncj-1334145765.msg	6514	0660	edit dl rm
Fm2lbRGN6BSviFBFU0iDL-1333588637.msg	283722	0660	edit dl rm
FO0rg6ei6pwhowrKQ9HTK-1333943927.msg	3005947	0660	edit dl rm
Fw9SVCoRVOLQo8NfyFyjm-1333976748.msg	479873	0660	edit dl rm
FwBlXBO2MDkVG47pEwBXf-1333528725.msg	177837	0660	edit dl rm
FWF5Jv5xWXt1acMdaI7mQ-1333802561.msg	13023	0660	edit dl rm
g31YUGY4hgj18D49yhCmH-1334049374.msg	12311	0660	edit dl rm
gCeqotJtPIKhsD0D_Zlas-1334030132.msg	9665	0660	edit dl rm
GDdY3KxGFdt7pOzQMhNhq-1334264308.msg	38226	0660	edit dl rm
GeO5ydatuk7vbm0nDjbUF-1333011170.msg	9375	0660	edit dl rm
GjjmlFhFjmObPZDuZylLn-1333681732.msg	26392	0660	edit dl rm
GkoEsH7GLWTDFMQiJVGc5-1333952204.msg	19230	0660	edit dl rm
GmYxRHdV2DkttIM5qrEo0-1333019355.msg	38747	0660	edit dl rm
gQnjWmpA9VE_PWG3q4F9n-1334324661.msg	7985	0660	edit dl rm
GXkaP1EnMX3ZLYCgkM_bV-1334286878.msg	81388	0660	edit dl rm
gyOoxNykmWfnviUOP_He_-1333284743.msg	176157	0660	edit dl rm
H0OJZjRw2veXm5AkIgYu3-1334319448.msg	39274	0660	edit dl rm
H7mp46QLoxbZENTlsadC9-1333539761.msg	5298	0660	edit dl rm
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hAJWi8yHmoNytZtGhKhLg-1334026450.msg	18119	0660	edit dl rm
HBScVZS54Cg44mXHpmsiA-1334014014.msg	36726	0660	edit dl rm
hexAP2szveeqMRuj2FVu9-1332998028.msg	37259	0660	edit dl rm
HfwoAyoE7iNSPG46uCa0R-1333279600.msg	48716	0660	edit dl rm
hj1WBtp76vgttTqND5JY_-1333560069.msg	203914	0660	edit dl rm
HMnVk3PZ5Amb9aWQVNKp3-1333605403.msg	7369	0660	edit dl rm
hRwdYPeRkGNP_oR3kqWd7-1333075014.msg	756963	0660	edit dl rm
I3qyppk9BfNVPeemTdaQE-1334329609.msg	240970	0660	edit dl rm
iFG2yHkCxvLVj42wBk6NI-1334122510.msg	2667600	0660	edit dl rm
IFs0lgGvFCfuHWCGkKWgf-1333417663.msg	41433	0660	edit dl rm
iHoW7DbsCRxIIHIxISWWt-1334239311.msg	13181	0660	edit dl rm
ihr40Luzhj4eHAmn2mtG6-1333559575.msg	91243	0660	edit dl rm
iOfLEKhZz1Qkq4oAxAoaa-1333387685.msg	114121	0660	edit dl rm
IOt8fgw6pMsACL7oK1ZiK-1333612947.msg	20799	0660	edit dl rm
iOZQc0El53DueV9ARhdtE-1333006438.msg	53332	0660	edit dl rm
IPOQhEum4CfQozNKPPX5h-1334199092.msg	63136	0660	edit dl rm
iuKCJ0iDTOmCZusrzXffE-1334214022.msg	155973	0660	edit dl rm
IYYwHytcO7VZfWLX12BUn-1333192011.msg	83070	0660	edit dl rm
jA9mqAKVqxwhpidUUEZ2W-1333941698.msg	4111	0660	edit dl rm
jMf_PzN5ZCqTHDQOBmnbC-1334110169.msg	10948	0660	edit dl rm
JMvfGMg_q7THle1FlUw_g-1333378663.msg	2821605	0660	edit dl rm
JrVQhwxq8j7MPHyA12xa1-1334027603.msg	246724	0660	edit dl rm
Ke7qkDvWI0_WUb6JcjfIm-1334046698.msg	222252	0660	edit dl rm
KHaxApREnAauz_d7MfVYJ-1334029789.msg	17609	0660	edit dl rm
KjIGETzlEHi54qbbJ7MPe-1333500402.msg	79200	0660	edit dl rm
Kkoqrku4_l_8lOO8c7U69-1334211006.msg	170843	0660	edit dl rm
KRfLZZn12aQvmOm_ZHVg_-1333479984.msg	93487	0660	edit dl rm
KrRbWpvWplBOf0v_EReva-1333579673.msg	49522	0660	edit dl rm
KvtvYcd4juV06lRit7wxf-1334052085.msg	79031	0660	edit dl rm
KWbioRLxL4QwnI_oKx4sC-1334237200.msg	10315	0660	edit dl rm
KYGmt0_R1_CzqRVtQlzIc-1334252436.msg	107923	0660	edit dl rm
KZzvjxjTBybb90k1ubcoY-1333594993.msg	733956	0660	edit dl rm
L5xNYTuTPX15vP6OemDea-1333073930.msg	5410	0660	edit dl rm
LDm7JICB05QMaNHlo5ROz-1334006708.msg	146397	0660	edit dl rm
LEgVNG09oQOmxT8S1bQX4-1333290946.msg	737190	0660	edit dl rm
lEQRPMqDgeN6sZ9SrktmQ-1333168647.msg	145951	0660	edit dl rm
leuZJURnc9af6o8YdaY5j-1333024681.msg	119463	0660	edit dl rm
lksk_SGRXBJG2y9Q0FOVs-1333494098.msg	44338	0660	edit dl rm
Lkzif2f8mXn8gJEYj6SlE-1333009445.msg	52889	0660	edit dl rm
LlTzzCcTmZk5BNkQXYf0T-1334088040.msg	444930	0660	edit dl rm
Lo9LW7alGkXYpB0z8eLoH-1333678427.msg	3878	0660	edit dl rm
lSjCk28UejxxIn3JC0ojs-1334041818.msg	5882	0660	edit dl rm
lZ7AEMsGa2AIpDiJ8ZtjY-1333494049.msg	35735	0660	edit dl rm
M1BenFTqmRaGU4KMdmhDH-1333570039.msg	107819	0660	edit dl rm
m2zIL01ozCJw_TNOuPBDm-1333427862.msg	81669	0660	edit dl rm
M5xSMUJoqxIXD4TgP4taH-1334052309.msg	182959	0660	edit dl rm
M8mdd_2FAB8lXCsNxHl17-1334194745.msg	2918205	0660	edit dl rm
MC7g58Mrp8zZw9SG8JTRe-1333076734.msg	226638	0660	edit dl rm
ME0bBG_59oDUX7y76Pk09-1333361678.msg	35168	0660	edit dl rm
MehY0ntaxQDuJLefTwVhz-1333092385.msg	169975	0660	edit dl rm
moUiEls06MtbMFoJy8WVv-1334194802.msg	226714	0660	edit dl rm
MudK_o0vBb_gFbWRMNVmd-1334190277.msg	3585774	0660	edit dl rm
N1sI8SsPn27PHkx1APeFP-1334237014.msg	34777	0660	edit dl rm
N7NjAc29m7tbDMzKBVqJo-1333250841.msg	415363	0660	edit dl rm
N8LrhwwUgtYOS0MoHODZ9-1334023999.msg	8498	0660	edit dl rm
N29EHWe2lBPwDaxXXAXEn-1333694450.msg	6290	0660	edit dl rm
NArb9J2ust7d5YI_HxSpt-1333446699.msg	196803	0660	edit dl rm
nDYHVQNFo4Hs1spegi9Fz-1333654364.msg	57146	0660	edit dl rm
nlM00EitSDfKDpaOWTdcB-1334287301.msg	65310	0660	edit dl rm
NLpZWc0Dq2_jLIDNa9wle-1334128779.msg	82058	0660	edit dl rm
npa0e2VrF2MvVRjiSe42_-1333418497.msg	34690	0660	edit dl rm
nrvIzHC_RYti_WDrxNdOB-1333278742.msg	2729	0660	edit dl rm
nSl7NILLuB1l0bemcWSw7-1334074328.msg	48490	0660	edit dl rm
nSYcIEkqPYzxalnM2d6d_-1333059780.msg	32917	0660	edit dl rm
Nu01hysjwYBdph5LBdHz6-1333928386.msg	75985	0660	edit dl rm
nzGr12gnKAX6AN9znpijy-1333686477.msg	101452	0660	edit dl rm
O4GVZLf5KIpt960EIK0pu-1333038549.msg	26560	0660	edit dl rm
O4MdQfrO0gH5rvTX95KHy-1334027515.msg	20084	0660	edit dl rm
O26t31tA4dhIyuDhmxtA_-1333893273.msg	11674156	0660	edit dl rm
ObH9jDmS6u1uUH8ry8y5c-1333680300.msg	25709	0660	edit dl rm
oSYPRCheHknDQMCYeJyG2-1333951673.msg	6115	0660	edit dl rm
ov4UEGFavuHCACYG7TWwD-1333198568.msg	38520	0660	edit dl rm
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p3B5SYltXzqbxmDZfgRgb-1334282167.msg	35964	0660	edit dl rm
P6OJbPB0soqAKTSItfiRO-1334220844.msg	21194	0660	edit dl rm
P9qTUYlRg4HNRtjTdShx_-1333665037.msg	38906	0660	edit dl rm
PAOeGLUAITWuLoiDRKxWR-1333289463.msg	415371	0660	edit dl rm
PAPISqjgUqk8CAYM7dqLE-1333380274.msg	3525	0660	edit dl rm
PbJT3qoGcntvFX48GhI3X-1334195310.msg	19395	0660	edit dl rm
PdW9c8El2KKRvnavVbT6U-1333390960.msg	53373	0660	edit dl rm
pgaClvgbXVKHr3iKeG3KA-1333005561.msg	270577	0660	edit dl rm
piAKwzykWAH0HjaNLiW1B-1333939219.msg	3887	0660	edit dl rm
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ppIyer5b4_pDCgWryeOHG-1334246450.msg	2300	0660	edit dl rm
QBoFAJhig3xWKuk8V9vCn-1333381706.msg	781953	0660	edit dl rm
qG7UiHLrIqgyTSdW7Zc84-1334067750.msg	5416	0660	edit dl rm
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Malaysian Export Academy
(PSMB Class A - Training Provider No. 1804)
(SBL Claimable)
presents=20
=20
Quality Customer Service Essentials
23 & 24 April 2012, Mon & Tues, 9.00 am 5.00 pm, Eastin Hotel, Petaling =
Jaya
Certificate of attendance awarded for those who complete the course=20

Being on par in terms of price and quality only gets you into the game. =
Service wins the game.

TONY ALESSANDRA

=20
INTRODUCTION

Organizations go to great lengths to differentiate themselves from one =
another, usually at much expense. In reality, it is often their service =
culture that has one of the biggest impacts on customers and helps a =
customer decide whether or not to do business with the organization.

Most businesses lose their customer every day because of bad service and =
others gain them due to better service. Smart executives know that =
customer service development is an on-going process. To deliver =
effective customer service, an organization needs to seriously commit to =
and invest in their employees who manage the customers.But where do we =
start!  What makes Customer Service Professional? Also one of the =
aspects of customer service which is often overlooked is how the cusomer =
is handled when things go wrong. How you recover with a customer is =
critical to building customer loyalty and customer retention. Avoid =
turning dissatisfied customer into an angry one!=20

OBJECTIVES=20

At the end of the course participants shall be able to:

a.. Apply Quality principles in Customer Service
  b.. Mentally prepared & focused in handling customers
  c.. Create good first impressions & build rapport with customer
  d.. Project appropriate body language
  e.. Understand the needs of customers
  f.. Sound confident and helpful
  g.. Use effective questioning to understand customers expectations
  h.. Practice effective listening
  i.. Recognize barriers to the delivery of outstanding customer =
service.
  j.. Adapt to specific customer behavior styles.
  k.. Learn techniques for dealing with angry or upset customers.
  l.. Develop a personal action plan to improve customer-service skills.
COURSE CONTENTS

Module 1: Quality Leading the Way=20

=B7           The Meaning of Quality=20

=B7           Benefits of quality

=B7           Cost of Quality

=B7           Reducing the Cost of Quality

Module 2: Understanding Expectations

=B7           Clarifying Roles & Objectives

=B7           How do I determine My Customer?

=B7           Customer Common Complaints

=B7           Customer Requirements/Expectations

Module 3: Managing Yourself - Developing Service Mindset=20

=B7           Communication & Perceptions
=B7           Mental  & Emotional Preparations
=B7           Different Strokes for Different Folks =96 4 types  of  =
customer=20

=B7           Fixing & Preventing problem=20

Module 4: Managing Customer Experiences=20

=B7           Identifying the MOT of service=20

=B7           Building Rapport & Projecting Credibility=20

=B7           Positive Vocabulary/ Choice of Words=20

=B7           Listening Skills : Understand before being understood=20

=B7           Questioning Techniques

Module 5: Recovering when Things Go Wrong

=20

=B7           Handling Customer Complaints

=B7           Turning complaints into opportunities

=B7           Guidelines for Handling Angry Customer

Module 6: Improvement Strategy

=20

=B7           Develop Action plan =96 Service Pledge

WHO SHOULD ATTEND?

Managers, Executives, Customer Service Personnel, Sales & Marketing  =
Personnel, Clerks, Supervisors, Officers and all those who need to =
handle customers.

METHODOLOGY

An interactive and practical approach incorporating group =
discussions/exercises, presentations and role plays.

TRAINER PROFILE

Vanaja Sangarajoo

- LLB (HONS) =96 University Of London.=20

- MBA (INTERNATIONAL MANAGEMENT) =96Asia Pacific International Institute =
New Zealand.=20

- CERTIFICATE IN STRATEGIC HR TRANSFORMATION & ORGANISATION DEVELOPMENT =
-  Pennsylvania State University =20

- CERTIFICATION IN TRAINING (TTT/2776) - Pembangunan Sumber Manusia =
Berhad=20

Vanaja has over 18 years of working experience in various industries =
ranging from Education, Telecommunication, Property Development and =
Construction. She assumed positions as Head of Customer Quality Control, =
Head of Business Architecture, Head of Human Resource Development, Head =
of Organisation Development and also as a Lecturer.=20

Some of the portfolios that she has undertaken during her tenure in the =
various organisations includes :- Writing policies & procedures, Setting =
up departments, Implementing Human Resources initiatives, Conducting =
customer satisfaction surveys, Organisation health assessments, =
Establishing Company driven goals & objectives, Implementing Quality =
initiatives, Complaints/Grievance Management, Recruitment & Selection, =
Learning & Growth initiatives, Standardization of methods and practices, =
Induction Programs, Creating and implementing Change Management plans =
that minimize employee resistance and maximize employee engagement.

She strongly believes in People Management Practices and Learning & =
Growth principle as being one of the key elements for organisations to =
succeed. She has acted as change agent, with a flair for spotting, =
analyzing problems and opportunities to guide top management in their =
efforts to transform and change the culture in the organisation.

Her area of expertise is to train & develop the company=92s internal =
capacity through its people to most efficiently and effectively sustain =
itself over the long term as well as developing & implementing =
organisational transformation strategy intended to change the beliefs, =
attitudes, values and structure of organizations so that they can better =
adapt to new challenges.

COURSE FEES / REGISTRATION=20

RM 980.00 per person =96SBL Claimable (includes Lunch, Tea-Breaks, =
Course Notes and Certificate of Completion)=20
To register, please fill in the enclosed registration form and fax it to =
03 7806 5913

Organiser / Contact Persons

Malaysian Export Academy=20
306, Block C, Glomac Business Centre,=20
Jalan SS 6/1, Kelana Jaya,=20
47301 Petaling Jaya, Selangor=20

Tel : 03 7806 5595 / Fax: 03 7806 5913

Email :  shareenshasha@gmail.com

Contact Person : Shareen =20

Disclaimer: If this mail has been sent to you by mistake or if you =
prefer not to receive any future emails on Training Program from us, =
please reply this e-mail with "REMOVE" in the subject line. We apologize =
for any inconveniences caused. Thank you for your time.

Anti-SPAM Policy Disclaimer: Mail cannot be considered spam as long as =
we include contact information and a remove link for removal from this =
mailing list. If this e-mail is unsolicited, please accept our =
apologies. Further transmissions to you by the sender may be stopped at =
NO COST to you.=20

=20

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<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META content=3D"text/html; charset=3Dwindows-1252" =
http-equiv=3DContent-Type>
<META name=3DGENERATOR content=3D"MSHTML 8.00.6001.18928">
<STYLE></STYLE>
</HEAD>
<BODY bgColor=3D#ffffff>
<DIV>&nbsp;</DIV>
<DIV>&nbsp;</DIV>
<DIV>&nbsp;</DIV>
<DIV class=3Dgmail_quote>
<DIV class=3Dgmail_quote> 
<DIV bgcolor=3D"#ffffff">
<DIV>
<DIV class=3Dh5>
<DIV align=3Dcenter><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080; FONT-SIZE: =
11pt"><FONT=20
size=3D+0>Malaysian =
Export=20
Academy (PSMB Class A - Training Provider No. 1804) (SBL=20
Claimable) presents&nbsp; <FONT=20
color=3D#000000 face=3DArial><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080; FONT-SIZE: =
11pt">&nbsp; <SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080; FONT-SIZE: =
20pt"><FONT=20
size=3D5>Quality =
<FONT=20
color=3D#000000 face=3DArial>Customer Service=20
Essentials <FONT =

face=3DArial><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #0000ff; FONT-SIZE: =
11pt"=20
lang=3DEN-MY>23 &amp; 24 April&nbsp;2012, Mon &amp;=20
Tues,&nbsp;<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #0000ff; FONT-SIZE: =
11pt"><FONT=20
face=3DArial>9.00 am 5.00 pm, Eastin Hotel, =
Petaling=20
Jaya</DIV>
<EM=20
style=3D"FONT-STYLE: normal; LETTER-SPACING: -0.5pt; FONT-WEIGHT: =
bold"><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; FONT-SIZE: 11pt"><FONT=20
face=3DArial>Certificate of attendance =
awarded=20
for those who complete the=20
course&nbsp;<EM=20
style=3D"FONT-STYLE: normal; LETTER-SPACING: -0.5pt; FONT-WEIGHT: =
bold"><SPAN=20
style=3D"FONT-FAMILY: Verdana,sans-serif; FONT-SIZE: 11pt">
<FONT=20
face=3DArial>Being on par in terms of price and quality only gets you =
into the=20
game. Service wins =
the=20
game. TONY=20
ALESSANDRA
<FONT=20
face=3DArial>&nbsp;=20
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080">INTRODUCTION
<SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"=20
lang=3DEN-SG>Organizations go to =
great lengths to=20
differentiate themselves from one another, usually at much expense. In =
reality,=20
it is often their service culture that has one of the biggest impacts on =

customers and helps a customer decide whether or not to do business with =
the=20
organization.
<SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 6pt"><FONT=20
face=3DArial>&nbsp;
<FONT=20
size=3D+0><SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"><FONT=20
size=3D+0>Most businesses lose their customer every =
day because=20
of bad service and others gain them due to =
better=20
service. Smart executives know that customer =
service=20
development is an on-going process. <SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"=20
lang=3DEN-SG>To deliver effective =
customer service,=20
an organization needs to seriously=20
commit to and invest in their employees who =
manage=20
the customers.<SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"><FONT=20
size=3D+0>But where do we start!&nbsp; =
<FONT=20
face=3DArial>What makes Customer Service Professional? Also one of the =
aspects of=20
customer service which is often overlooked is how the cusomer is handled =
when=20
things go wrong. How you recover with a customer is critical to building =

customer loyalty and customer retention.=20
<FONT=20
size=3D+0><SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"><FONT=20
face=3DArial>A<SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"><FONT=20
size=3D+0>void turning dissatisfied=20
customer into an angry one!=20
<SPAN =

style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"=20
lang=3DEN-SG>
<SPAN=20
style=3D"LINE-HEIGHT: 150%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 6pt">&nbsp;
<P=20
style=3D"TEXT-ALIGN: justify; LINE-HEIGHT: 150%; MARGIN: 0in 0in =
0pt"><FONT=20
color=3D#000000><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080"><FONT=20
face=3DArial>OBJECTIVES 
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080"><FONT=20
face=3DArial><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080">
<FONT=20
size=3D+0>At the end of the course participants shall =
be able=20
to:
<UL>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Apply Quality principles in =
Customer=20
 Service</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Mentally =
prepared &amp;=20
 focused in handling customers</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Create good =
first=20
 impressions &amp; build rapport with customer</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Project appropriate body=20
 language</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Understand the =
needs of=20
 customers</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Sound confident and=20
 helpful</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Use effective =
questioning=20
 to understand customers expectations</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Practice =
effective=20
 listening</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Recognize =
barriers to the=20
 delivery of outstanding customer service.</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Adapt to =
specific customer=20
 behavior styles.</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Learn =
techniques for=20
 dealing with angry or upset customers.</DIV>
 <LI>
 <DIV style=3D"LINE-HEIGHT: 150%; MARGIN: 0in 0in 0pt 0.25in"=20
 class=3DMsoNormal>Develop a=20
 personal action plan to improve customer-service=20
 skills.</DIV></LI></UL>
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif"><FONT=20
face=3DArial>COURSE=20
CONTENTS<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif">
Module 1:=20
Quality Leading the Way 
<FONT=20
face=3DArial>&nbsp;
<SPAN=20
style=3D"FONT-FAMILY: 'Calibri','sans-serif'; FONT-SIZE: =
2pt"><SPAN=20
style=3D"TEXT-DECORATION: none"><FONT=20
face=3DArial>
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
The Meaning of Quality =

<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Benefits of quality
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Cost of Quality
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Reducing the Cost of Quality
<SPAN=20
style=3D"TEXT-DECORATION: none"><FONT=20
face=3DArial>
<SPAN=20
style=3D"FONT-SIZE: 12pt">&nbsp;
<SPAN=20
style=3D"FONT-SIZE: 12pt">Module 2: Understanding=20
Expectations
<SPAN=20
style=3D"FONT-SIZE: 12pt">&nbsp;
<FONT=20
face=3DArial>
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Clarifying Roles &amp; Objectives
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
How do I determine My=20
Customer?
<FONT=20
size=3D+0><FONT=20
face=3DArial>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Customer Common Complaints
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Customer =
Requirements/Expectations
<P=20
style=3D"TEXT-ALIGN: justify; LINE-HEIGHT: normal; TEXT-INDENT: 0in; =
MARGIN: 0in 0in 0pt"><SPAN=20
style=3D"FONT-SIZE: 8pt" lang=3DEN-MY><FONT=20
face=3DArial>&nbsp;
<FONT=20
face=3DArial><SPAN=20
style=3D"FONT-SIZE: 12pt">Module 3: Managing Yourself - =
Developing=20
Service Mindset 
<FONT=20
face=3DArial>
<FONT=20
face=3DArial>
<DIV><SPAN=20
style=3D"FONT-FAMILY: Symbol">=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Communication &amp; Perceptions</DIV>
<DIV><SPAN=20
style=3D"FONT-FAMILY: Symbol">=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Mental &nbsp;&amp; Emotional=20
Preparations</DIV>
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Different Strokes for Different Folks =96 4 =
types&nbsp;=20
of&nbsp; customer 
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Fixing &amp; Preventing problem 
<FONT=20
face=3DArial>&nbsp;
<FONT=20
face=3DArial><SPAN=20
style=3D"FONT-SIZE: 12pt">Module 4:=20
Managing Customer =
Experiences<FONT=20
size=3D+0> =

<FONT=20
face=3DArial><FONT=20
size=3D+0>&nbs=
p;
<FONT=20
face=3DArial>
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Identifying the MOT of service 
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Building Rapport &amp; Projecting Credibility=20

<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Positive Vocabulary/ Choice of Words=20

<FONT=20
size=3D+0><SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'"><FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Listening Skills : Understand before being understood =

<FONT=20
size=3D+0><SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'"><FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Questioning Techniques
<P=20
style=3D"LINE-HEIGHT: normal; TEXT-INDENT: 0in; MARGIN: 0in 0in =
0pt"><FONT=20
face=3DArial>&nbsp;<SPAN=20
style=3D"FONT-SIZE: 12pt">
<FONT=20
size=3D+0><SPAN=20
style=3D"FONT-SIZE: 12pt">Module 5: Recovering when =
Things Go=20
Wrong
<FONT=20
face=3DArial><SPAN=20
style=3D"FONT-SIZE: =
12pt">&nbsp;=20

<FONT=20
face=3DArial>
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Handling Customer=20
Complaints
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Turning complaints into=20
opportunities
<FONT=20
size=3D+0>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Guidelines for Handling Angry=20
Customer
<FONT=20
face=3DArial>&nbsp;<SPAN=20
style=3D"FONT-SIZE: 12pt">
<FONT=20
size=3D+0><SPAN=20
style=3D"FONT-SIZE: 12pt">Module 6: Improvement=20
Strategy
<FONT=20
face=3DArial><SPAN=20
style=3D"FONT-SIZE: =
12pt">&nbsp;=20

<SPAN=20
style=3D"TEXT-DECORATION: none">
<FONT=20
face=3DArial>=B7<SPAN=20
style=3D"FONT: 7pt 'Times New =
Roman'">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=20
Develop Action plan =96 Service =
Pledge
<FONT=20
face=3DArial>WHO SHOULD ATTEND?
<SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"><FONT=20
face=3DArial>Managers, Executives, Customer Service Personnel, Sales =
&amp;=20
Marketing&nbsp; Personnel, Clerks, Supervisors, Officers =
and all=20
those who need to handle customers.
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080">METHODOLOGY
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080"><SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Calibri','sans-serif'; =
FONT-SIZE: 11pt"><FONT=20
color=3D#000000 face=3DArial>An interactive and practical approach =
incorporating=20
group discussions/exercises, presentations and role=20
plays.
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #800080">TRAINER PROFILE<SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: Calibri,sans-serif">
<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: 10pt">Vanaja=20
Sangarajoo<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt">
<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt">&nbsp;
-=20
LLB (HONS) =96 <SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: 10pt">University =
Of London.=20

<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt">&nbsp;
-=20
MBA (INTERNATIONAL MANAGEMENT)<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: 10pt"> =96Asia =
Pacific=20
International Institute New Zealand. 
<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt">
<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt">&nbsp;
-=20
CERTIFICATE<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: 10pt"> IN =
STRATEGIC HR=20
TRANSFORMATION &amp; ORGANISATION DEVELOPMENT -&nbsp;=20
Pennsylvania State University&nbsp;=20

<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt">&nbsp;
-=20
CERTIFICATION IN TRAINING (TTT/2776)<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: 10pt"> - =
Pembangunan=20
Sumber Manusia Berhad 
<SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; =
FONT-SIZE: 10pt">Vanaja=20
has over 18 years of working experience in various industries ranging =
from=20
Education, Telecommunication, Property Development and Construction. She =
assumed=20
positions as Head of Customer Quality Control, Head of Business =
Architecture,=20
Head of Human Resource Development, Head of Organisation Development and =
also as=20
a Lecturer. 
<SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; =
FONT-SIZE: 10pt"><SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; =
FONT-SIZE: 10pt">Some=20
of the portfolios that she has undertaken during her tenure in the =
various=20
organisations includes :- Writing policies &amp; procedures, Setting up=20
departments, Implementing Human Resources initiatives, Conducting =
customer=20
satisfaction surveys, Organisation health assessments, Establishing =
Company=20
driven goals &amp; objectives, Implementing Quality initiatives,=20
Complaints/Grievance Management, Recruitment &amp; Selection, Learning =
&amp;=20
Growth initiatives, Standardization of methods and practices, Induction=20
Programs, Creating and implementing Change Management plans that =
minimize=20
employee resistance and maximize employee engagement.
<SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; =
FONT-SIZE: 10pt"><SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: 10pt">She =
strongly believes=20
in People Management Practices and Learning &amp; Growth principle as =
being one=20
of the key elements for organisations to succeed. She has acted as =
change agent,=20
with a flair for spotting, analyzing problems and opportunities to guide =
top=20
management in their efforts to transform and change the culture in the=20
organisation.
<SPAN=20
style=3D"FONT-FAMILY: 'Arial','sans-serif'; FONT-SIZE: =
10pt"><SPAN=20
style=3D"LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; =
FONT-SIZE: 10pt">Her=20
area of expertise is to train &amp; develop the company=92s internal=20
capacity through its people to most efficiently and effectively =
sustain=20
itself over the long term as well as developing &amp; implementing=20
organisational transformation strategy intended to change the beliefs,=20
attitudes, values and structure of organizations so that they can better =
adapt=20
to new challenges.
<FONT=20
face=3DArial><SPAN=20
style=3D"TEXT-TRANSFORM: uppercase; FONT-FAMILY: Calibri,sans-serif; =
COLOR: #800080"><FONT=20
color=3D#000000><SPAN=20
style=3D"TEXT-TRANSFORM: uppercase; FONT-FAMILY: Calibri,sans-serif; =
COLOR: #800080"><FONT=20
face=3DArial>COURSE FEES / REGISTRATION 
<FONT=20
face=3DArial>RM 980.00 per =
person<FONT=20
size=3D+0> =96SBL Claimable&nbsp;(includes Lunch, Tea-Breaks, =
Course Notes=20
and Certificate of Completion) </DIV></DIV>
To =
register,=20
please fill in the enclosed registration form and fax it to <A=20
href=3D"tel:03%207880%202817" target=3D_blank =
value=3D"+60378802817"><FONT=20
color=3D#000000>03 7</A>806 5913
<DIV class=3Dim>
<SPAN=20
style=3D"TEXT-TRANSFORM: uppercase; FONT-FAMILY: Calibri,sans-serif; =
COLOR: #800080"><FONT=20
color=3D#000000 face=3DArial>Organiser / Contact =
Persons
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080">Malaysian Export Academy <SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080">306, Block C, Glomac Business Centre, Jalan SS 6/1, =
Kelana Jaya,=20
 47301 Petaling Jaya, Selangor&nbsp;</DIV>
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080"><FONT=20
color=3D#000000>Tel : <A href=3D"tel:03%207806%205595" =
target=3D_blank=20
value=3D"+60378065595">03 7806 =
5595</A><FONT=20
color=3D#000000>&nbsp;/ Fax: <A href=3D"tel:03%207806%205913" =
target=3D_blank=20
value=3D"+60378065913">03 7806=20
5913</A>
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: =
#000080"><SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: #000080"><FONT=20
color=3D#000000 face=3DArial>Email :&nbsp; <A=20
href=3D"mailto:exportacademy2011@gmail.com" target=3D_blank>shareenshasha@gmail.com</A>
<SPAN=20
style=3D"FONT-FAMILY: Calibri,sans-serif; COLOR: =
#000080"><FONT=20
color=3D#000000>Contact Person=20
:&nbsp;Shareen&nbsp;<SPAN=20
style=3D"FONT-FAMILY: Verdana; COLOR: navy; FONT-SIZE: 10pt">=20

<DIV class=3Dim>
<DIV align=3Dcenter><SPAN=20
style=3D"FONT-FAMILY: Arial,sans-serif; FONT-SIZE: 10pt">
<DIV>
<DIV><SPAN=20
style=3D"FONT-FAMILY: Verdana; COLOR: #000080; FONT-SIZE: 10pt"><SPAN=20
style=3D"FONT-FAMILY: Verdana; FONT-SIZE: 10pt">
<SPAN=20
style=3D"FONT-FAMILY: Arial">Disclaimer: If this mail has =
been sent=20
to you by mistake or if you prefer not to receive any future emails on =
Training=20
Program from us, please reply this e-mail with "<SPAN=20
style=3D"FONT-FAMILY: Arial"><A style=3D"TEXT-DECORATION: =
underline"><FONT=20
size=3D1>REMOVE</A><FONT=20
size=3D1>" in the subject line. We apologize for any inconveniences =
caused. Thank=20
you for your time.
<SPAN=20
style=3D"FONT-FAMILY: Arial">Anti-SPAM Policy Disclaimer: =
Mail cannot=20
be considered spam as long as we include contact information and a =
remove link=20
for removal from this mailing list. If this e-mail is unsolicited, =
please accept=20
our apologies. Further transmissions to you by the sender may be stopped =
at NO=20
COST to you.&nbsp;</DIV></=
DIV></DIV>
 <FONT=20
color=3D#000000>&nbsp;</DIV></DIV></DIV> =
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From shareen@professionaltrainer.org Thu Apr 12 14:53:10 2012 Received: from [184.107.221.2] (port=40567 helo=host.ka-ibrahim-103113.tmp) by trapezius.mschosting.com with esmtps (TLSv1:AES256-SHA:256) (Exim 4.69) (envelope-from ) id 1SIDtk-000IHw-Bp for sales@wespack.com.my; Thu, 12 Apr 2012 14:53:09 +0800 Received: from 29.116.49.60.klj04-home.tm.net.my ([60.49.116.29]:2836 helo=pc04) by host.ka-ibrahim-103113.tmp with esmtpa (Exim 4.77) (envelope-from ) id 1SIDsb-0002ji-86; Thu, 12 Apr 2012 02:51:47 -0400 Message-ID: <094201cd1878$d5375d90$0c01a8c0@pc04> From: "Shareen" To: Subject: Quality Customer Service Essentials Date: Thu, 12 Apr 2012 14:52:01 +0800 MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----=_NextPart_000_093B_01CD18BB.D1B23300" X-Priority: 3 X-MSMail-Priority: Normal X-Mailer: Microsoft Outlook Express 6.00.2900.3664 X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2900.3664 X-AntiAbuse: This header was added to track abuse, please include it with any abuse report X-AntiAbuse: Primary Hostname - host.ka-ibrahim-103113.tmp X-AntiAbuse: Original Domain - wespack.com.my X-AntiAbuse: Originator/Caller UID/GID - [47 12] / [47 12] X-AntiAbuse: Sender Address Domain - professionaltrainer.org X-Spam-Status: No, score=-1.0 X-Spam-Score: -9 X-Spam-Bar: - X-Ham-Report: Spam detection software, running on the system "trapezius.mschosting.com", has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: Malaysian Export Academy (PSMB Class A - Training Provider No. 1804) (SBL Claimable) presents Quality Customer Service Essentials 23 & 24 April 2012, Mon & Tues, 9.00 am 5.00 pm, Eastin Hotel, Petaling Jaya Certificate of attendance awarded for those who complete the course [...] Content analysis details: (-1.0 points, 5.0 required) pts rule name description ---- ---------------------- -------------------------------------------------- -1.9 BAYES_00 BODY: Bayes spam probability is 0 to 1% [score: 0.0000] 0.0 HTML_MESSAGE BODY: HTML included in message 0.8 RDNS_NONE Delivered to internal network by a host with no rDNS 0.0 T_FILL_THIS_FORM_SHORT Fill in a short form with personal information 0.1 AWL AWL: From: address is in the auto white-list X-Spam-Flag: NO This is a multi-part message in MIME format. ------=_NextPart_000_093B_01CD18BB.D1B23300 Content-Type: multipart/alternative; boundary="----=_NextPart_001_093C_01CD18BB.D1B23300" ------=_NextPart_001_093C_01CD18BB.D1B23300 Content-Type: text/plain; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Malaysian Export Academy (PSMB Class A - Training Provider No. 1804) (SBL Claimable) presents=20 =20 Quality Customer Service Essentials 23 & 24 April 2012, Mon & Tues, 9.00 am 5.00 pm, Eastin Hotel, Petaling = Jaya Certificate of attendance awarded for those who complete the course=20 Being on par in terms of price and quality only gets you into the game. = Service wins the game. TONY ALESSANDRA =20 INTRODUCTION Organizations go to great lengths to differentiate themselves from one = another, usually at much expense. In reality, it is often their service = culture that has one of the biggest impacts on customers and helps a = customer decide whether or not to do business with the organization. Most businesses lose their customer every day because of bad service and = others gain them due to better service. Smart executives know that = customer service development is an on-going process. To deliver = effective customer service, an organization needs to seriously commit to = and invest in their employees who manage the customers.But where do we = start! What makes Customer Service Professional? Also one of the = aspects of customer service which is often overlooked is how the cusomer = is handled when things go wrong. How you recover with a customer is = critical to building customer loyalty and customer retention. Avoid = turning dissatisfied customer into an angry one!=20 OBJECTIVES=20 At the end of the course participants shall be able to: a.. Apply Quality principles in Customer Service b.. Mentally prepared & focused in handling customers c.. Create good first impressions & build rapport with customer d.. Project appropriate body language e.. Understand the needs of customers f.. Sound confident and helpful g.. Use effective questioning to understand customers expectations h.. Practice effective listening i.. Recognize barriers to the delivery of outstanding customer = service. j.. Adapt to specific customer behavior styles. k.. Learn techniques for dealing with angry or upset customers. l.. Develop a personal action plan to improve customer-service skills. COURSE CONTENTS Module 1: Quality Leading the Way=20 =B7 The Meaning of Quality=20 =B7 Benefits of quality =B7 Cost of Quality =B7 Reducing the Cost of Quality Module 2: Understanding Expectations =B7 Clarifying Roles & Objectives =B7 How do I determine My Customer? =B7 Customer Common Complaints =B7 Customer Requirements/Expectations Module 3: Managing Yourself - Developing Service Mindset=20 =B7 Communication & Perceptions =B7 Mental & Emotional Preparations =B7 Different Strokes for Different Folks =96 4 types of = customer=20 =B7 Fixing & Preventing problem=20 Module 4: Managing Customer Experiences=20 =B7 Identifying the MOT of service=20 =B7 Building Rapport & Projecting Credibility=20 =B7 Positive Vocabulary/ Choice of Words=20 =B7 Listening Skills : Understand before being understood=20 =B7 Questioning Techniques Module 5: Recovering when Things Go Wrong =20 =B7 Handling Customer Complaints =B7 Turning complaints into opportunities =B7 Guidelines for Handling Angry Customer Module 6: Improvement Strategy =20 =B7 Develop Action plan =96 Service Pledge WHO SHOULD ATTEND? Managers, Executives, Customer Service Personnel, Sales & Marketing = Personnel, Clerks, Supervisors, Officers and all those who need to = handle customers. METHODOLOGY An interactive and practical approach incorporating group = discussions/exercises, presentations and role plays. TRAINER PROFILE Vanaja Sangarajoo - LLB (HONS) =96 University Of London.=20 - MBA (INTERNATIONAL MANAGEMENT) =96Asia Pacific International Institute = New Zealand.=20 - CERTIFICATE IN STRATEGIC HR TRANSFORMATION & ORGANISATION DEVELOPMENT = - Pennsylvania State University =20 - CERTIFICATION IN TRAINING (TTT/2776) - Pembangunan Sumber Manusia = Berhad=20 Vanaja has over 18 years of working experience in various industries = ranging from Education, Telecommunication, Property Development and = Construction. She assumed positions as Head of Customer Quality Control, = Head of Business Architecture, Head of Human Resource Development, Head = of Organisation Development and also as a Lecturer.=20 Some of the portfolios that she has undertaken during her tenure in the = various organisations includes :- Writing policies & procedures, Setting = up departments, Implementing Human Resources initiatives, Conducting = customer satisfaction surveys, Organisation health assessments, = Establishing Company driven goals & objectives, Implementing Quality = initiatives, Complaints/Grievance Management, Recruitment & Selection, = Learning & Growth initiatives, Standardization of methods and practices, = Induction Programs, Creating and implementing Change Management plans = that minimize employee resistance and maximize employee engagement. She strongly believes in People Management Practices and Learning & = Growth principle as being one of the key elements for organisations to = succeed. She has acted as change agent, with a flair for spotting, = analyzing problems and opportunities to guide top management in their = efforts to transform and change the culture in the organisation. Her area of expertise is to train & develop the company=92s internal = capacity through its people to most efficiently and effectively sustain = itself over the long term as well as developing & implementing = organisational transformation strategy intended to change the beliefs, = attitudes, values and structure of organizations so that they can better = adapt to new challenges. COURSE FEES / REGISTRATION=20 RM 980.00 per person =96SBL Claimable (includes Lunch, Tea-Breaks, = Course Notes and Certificate of Completion)=20 To register, please fill in the enclosed registration form and fax it to = 03 7806 5913 Organiser / Contact Persons Malaysian Export Academy=20 306, Block C, Glomac Business Centre,=20 Jalan SS 6/1, Kelana Jaya,=20 47301 Petaling Jaya, Selangor=20 Tel : 03 7806 5595 / Fax: 03 7806 5913 Email : shareenshasha@gmail.com Contact Person : Shareen =20 Disclaimer: If this mail has been sent to you by mistake or if you = prefer not to receive any future emails on Training Program from us, = please reply this e-mail with "REMOVE" in the subject line. We apologize = for any inconveniences caused. Thank you for your time. Anti-SPAM Policy Disclaimer: Mail cannot be considered spam as long as = we include contact information and a remove link for removal from this = mailing list. If this e-mail is unsolicited, please accept our = apologies. Further transmissions to you by the sender may be stopped at = NO COST to you.=20 =20 ------=_NextPart_001_093C_01CD18BB.D1B23300 Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable

Malaysian = Export=20 Academy
(PSMB Class A - Training Provider No. 1804)
(SBL=20 Claimable)
presents

Quality = Customer Service=20 Essentials
23 & 24 April 2012, Mon &=20 Tues, 9.00 am 5.00 pm, Eastin Hotel, = Petaling=20 Jaya

Certificate of attendance = awarded=20 for those who complete the=20 course

Being on par in terms of price and quality only gets you = into the=20 game. Service wins = the=20 game.

TONY=20 ALESSANDRA

=20

INTRODUCTION

Organizations go to = great lengths to=20 differentiate themselves from one another, usually at much expense. In = reality,=20 it is often their service culture that has one of the biggest impacts on = customers and helps a customer decide whether or not to do business with = the=20 organization.

Most businesses lose their customer every = day because=20 of bad service and others gain them due to = better=20 service. Smart executives know that customer = service=20 development is an on-going process. To deliver effective = customer service,=20 an organization needs to seriously=20 commit to and invest in their employees who = manage=20 the customers.But where do we start! = What makes Customer Service Professional? Also one of the = aspects of=20 customer service which is often overlooked is how the cusomer is handled = when=20 things go wrong. How you recover with a customer is critical to building = customer loyalty and customer retention.=20 Avoid turning dissatisfied=20 customer into an angry one!=20

OBJECTIVES

At the end of the course participants shall = be able=20 to:

Apply Quality principles in = Customer=20 Service
Mentally = prepared &=20 focused in handling customers
Create good = first=20 impressions & build rapport with customer
Project appropriate body=20 language
Understand the = needs of=20 customers
Sound confident and=20 helpful
Use effective = questioning=20 to understand customers expectations
Practice = effective=20 listening
Recognize = barriers to the=20 delivery of outstanding customer service.
Adapt to = specific customer=20 behavior styles.
Learn = techniques for=20 dealing with angry or upset customers.
Develop a=20 personal action plan to improve customer-service=20 skills.

COURSE=20 CONTENTS

Module 1:=20 Quality Leading the Way

=B7 =20 The Meaning of Quality =

=B7 =20 Benefits of quality

=B7 =20 Cost of Quality

=B7 =20 Reducing the Cost of Quality

Module 2: Understanding=20 Expectations

=B7 =20 Clarifying Roles & Objectives

=B7 =20 How do I determine My=20 Customer?

=B7 =20 Customer Common Complaints

=B7 =20 Customer = Requirements/Expectations

Module 3: Managing Yourself - = Developing=20 Service Mindset

=B7 =20 Communication & Perceptions

=B7 =20 Mental & Emotional=20 Preparations

=B7 =20 Different Strokes for Different Folks =96 4 = types =20 of customer

=B7 =20 Fixing & Preventing problem

Module 4:=20 Managing Customer = Experiences =

&nbs= p;

=B7 =20 Identifying the MOT of service

=B7 =20 Building Rapport & Projecting Credibility=20

=B7 =20 Positive Vocabulary/ Choice of Words=20

=B7 =20 Listening Skills : Understand before being understood =

=B7 =20 Questioning Techniques

Module 5: Recovering when = Things Go=20 Wrong

=20

=B7 =20 Handling Customer=20 Complaints

=B7 =20 Turning complaints into=20 opportunities

=B7 =20 Guidelines for Handling Angry=20 Customer

Module 6: Improvement=20 Strategy

=20

=B7 =20 Develop Action plan =96 Service = Pledge

WHO SHOULD ATTEND?

Managers, Executives, Customer Service Personnel, Sales = &=20 Marketing Personnel, Clerks, Supervisors, Officers = and all=20 those who need to handle customers.

METHODOLOGY

An interactive and practical approach = incorporating=20 group discussions/exercises, presentations and role=20 plays.

TRAINER PROFILE

Vanaja=20 Sangarajoo

-=20 LLB (HONS) =96 University = Of London.=20

-=20 MBA (INTERNATIONAL MANAGEMENT) =96Asia = Pacific=20 International Institute New Zealand.

-=20 CERTIFICATE IN = STRATEGIC HR=20 TRANSFORMATION & ORGANISATION DEVELOPMENT - =20 Pennsylvania State University =20

-=20 CERTIFICATION IN TRAINING (TTT/2776) - = Pembangunan=20 Sumber Manusia Berhad

Vanaja=20 has over 18 years of working experience in various industries ranging = from=20 Education, Telecommunication, Property Development and Construction. She = assumed=20 positions as Head of Customer Quality Control, Head of Business = Architecture,=20 Head of Human Resource Development, Head of Organisation Development and = also as=20 a Lecturer.

Some=20 of the portfolios that she has undertaken during her tenure in the = various=20 organisations includes :- Writing policies & procedures, Setting up=20 departments, Implementing Human Resources initiatives, Conducting = customer=20 satisfaction surveys, Organisation health assessments, Establishing = Company=20 driven goals & objectives, Implementing Quality initiatives,=20 Complaints/Grievance Management, Recruitment & Selection, Learning = &=20 Growth initiatives, Standardization of methods and practices, Induction=20 Programs, Creating and implementing Change Management plans that = minimize=20 employee resistance and maximize employee engagement.

She = strongly believes=20 in People Management Practices and Learning & Growth principle as = being one=20 of the key elements for organisations to succeed. She has acted as = change agent,=20 with a flair for spotting, analyzing problems and opportunities to guide = top=20 management in their efforts to transform and change the culture in the=20 organisation.

Her=20 area of expertise is to train & develop the company=92s internal=20 capacity through its people to most efficiently and effectively = sustain=20 itself over the long term as well as developing & implementing=20 organisational transformation strategy intended to change the beliefs,=20 attitudes, values and structure of organizations so that they can better = adapt=20 to new challenges.

COURSE FEES / REGISTRATION

RM 980.00 per = person =96SBL Claimable (includes Lunch, Tea-Breaks, = Course Notes=20 and Certificate of Completion)

To = register,=20 please fill in the enclosed registration form and fax it to 03 7806 5913

Organiser / Contact = Persons

Malaysian Export Academy
306, Block C, Glomac Business Centre,
Jalan SS 6/1, = Kelana Jaya,=20
47301 Petaling Jaya, Selangor

Tel : 03 7806 = 5595 / Fax: 03 7806=20 5913

Email : shareenshasha@gmail.com

Contact Person=20 : Shareen =20

Disclaimer: If this mail has = been sent=20 to you by mistake or if you prefer not to receive any future emails on = Training=20 Program from us, please reply this e-mail with "REMOVE" in the subject line. We apologize for any inconveniences = caused. Thank=20 you for your time.

Anti-SPAM Policy Disclaimer: = Mail cannot=20 be considered spam as long as we include contact information and a = remove link=20 for removal from this mailing list. If this e-mail is unsolicited, = please accept=20 our apologies. Further transmissions to you by the sender may be stopped = at NO=20 COST to you.

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