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Customer Service: Career Success through Customer Loyalty, 5e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition is reorganized so it is easy to see how key concepts fit together. New information is included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that exceeds customer expectations and creates loyalty and success.

• Sales Rank: #479994 in Books
• Published on: 2010-01-13
• Original language: English
• Number of items: 1
• Dimensions: 9.90" h x .60" w x 7.90" l, 1.10 pounds
• Binding: Paperback
• 264 pages

From the Inside Flap
Preface

I wrote this book in response to a need for a different approach to learning .tie skills needed to succeed in the challenging arena of customer service.

The other customer service books displayed in bookstores everywhere typically take one of two forms: They either tell the story of one company's efforts at boosting service quality, or they reveal a series of tips and ideas. These are fine as far as they go. I have written several such books myself. And books like this can have value so long as the reader effectively translates the ideas into application for his or her organization. But these books seldom show how to apply these diverse ideas to your organization.

The few textbooks available in customer service tend to offer over-simplified suggestions on how to phrase conversations, how to smile and polite with customers, and the like. Their simplicity defies the real world sere real people don't speak from scripts and real human relationships e complex and ever-changing.

This book takes a different approach. It ties together the best information from bookstore trade books and school textbooks—and then adds more. In this book you will find a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer satisfaction and loyalty. The process includes developing

a heightened awareness of the challenges and opportunities, the tools for dealing with unhappy customers by using the power of customer expectations and by creating loyalty, the ability to lead, expand, and empower the service process, specific skills for professional success, and a clear understanding of the future directions of customer service.

Perhaps no arena offers as much opportunity for organizational and professional success as customer service. It lies at the heart of any organization's reason to exist. The companies that do it well experience enormous profitability, marketplace acceptance, and genuine satisfaction among their employees.

Apply Customer Service and enjoy the rewards of professional excellence. Then, let me know how you applied the ideas. I can be reached at email: DrTimm@AOL. ACKNOWLEDGMENTS

The author and editor would like to thank the following commentators for their expert reviews: Garland Keesling, Towson State University; Shek True, Fort Lewis College.

Paul R. Timm, Ph.D.
March 2000

From the Back Cover

CUSTOMER SERVICE: CAREER SUCCESS THROUGH CUSTOMER SATISFACTION offers comprehensive skills-based training in developing positive attitudes.

• Solve problems to build customer loyalty.
• Attain profitability through customer satisfaction.
• Lead and empower the service process.
• Direct marketplace acceptance and corporate growth.

About the Author

I’ve had the privilege of writing more than 30 books on a variety of topics dealing with challenges managers and career-oriented people deal with every day. My books on customer loyalty, human relations, management communication, and self-management have been translated into more than a dozen languages and sell worldwide. I have also written and appear in a series of videotape training programs produced by Jack Wilson & Associates (www.JWAvideo.com).

�

My writing is based on more than 30 years experience as a professor, trainer, consultant and entrepreneur. I have held positions with large companies (Xerox and Bell South) and have led small organizations such as Prime Learning, Inc. I also served in a helicopter company in the US Army in Vietnam.

�

For fun I run (marathons and triathlons), play golf, read, and enjoy observing the kinds of customer service people give–or, more often, fail to give.

�

I strongly believe that no arena offers as much opportunity for your professional advancement as does the field of customer service and loyalty. And with the skills taught in this book, you will greatly enhance your ability to build and sustain your greatest asset–your relationships with loyal, committed customers and employees–through exceptional service.

Most helpful customer reviews

1 of 1 people found the following review helpful.
Beneficial
By jgibson19
This book is extremely helpful if you need tips for working in the customer service industry. Very easy to read, not many pages per chapter, lack of color in the book. Phone tips are very helpful especially if you are on the phone with customers a lot. The book gives good insight into what you need to look for in a company to see if they provide good customer service or not. One assignment my class had was to be secret shoppers over the weekend in grocery stores, coffee shops, and gas stations. This book helps raise awareness of how we interact with each other, and tips on how you can provide the best service for your customers.

0 of 0 people found the following review helpful.
amazing prices
By Stephen Hall
The price was amazing. I paid 1 cent for the book and expected the condition to be pretty bad, but besides some high lighter marks and folded pages the book is in great condition. Thanks for the amazing prices it sure makes getting an education a lot more affordable.

0 of 0 people found the following review helpful.
School
By Pookie
I purchased this for a college course, and it does explain well the ideas of customer service. There are a few different aspects it shed onto my view, and would offer that anyone who is curious about customer service would learn from this book.

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• Sales Rank: #632935 in Books
• Published on: 2014-12-20
• Original language: English
• Dimensions: 8.50" h x 5.50" w x 1.00" l, .84 pounds
• Binding: Paperback
• 352 pages

Review

Gold Medal winner in the Sales Book category at the Axiom Business Book Award in the US.

From the Back Cover

Want to beat your sales target?

You can sell anything you want and targets are always achievable – Brilliant Selling will show you how. Whether you’re new to selling or want to take yourself to the next level, Brilliant Selling will show you how to instantly improve your sales performance.

Packed with practical tips and advice from sales professionals who know what works, and what doesn’t, you’ll discover trade secrets to guarantee your success. As well as learning all the key skills, you’ll find out how to use your personality to perfect your technique and understand customer’s needs so that you’re always one step ahead.

Get ready to succeed!

Brilliant outcomes:

��������� Learn how to influence anyone

��������� Understand the importance of giving before getting

��������� Discover what your really customer wants

About the Author

Jeremy Cassell has worked as a freelance trainer for 12 years. Before that he was National Training Manager for L’Oreal and National Sales Training Manager for Walker’s, part of Pepsi. Before entering the business world, he gained experience in teaching English and history. He has worked as a TEFL teacher and is an NLP Master Practitioner and trainer.

�

Tom Bird. Tom’s business career stretches over 20 years and spans sales and sales management as well as personal development and performance improvement. He is a director of RTP and has been involved professionally in developing people to realise more of their potential since 2000. To supplement his business experience Tom qualified as a Master Practitioner of NLP (the study of modelling success) and achieved a Post Graduate Diploma in Coaching and Development.

Most helpful customer reviews

0 of 0 people found the following review helpful.
Good information, but a little superficial.
By S. Kercheval
This book is a good reference / checklist and I use it for exactly that when I'm setting meetings, etc., and it would be good to anyone new to sales. If you have any sort of business degree or experience, it may not meet expectations as far as delivering insights that can't be easily looked up online (but again, is a comprehensive reference).

For much deeper insight into the psychology behind what influences us to react (to most things in life, not just our purchase behavior), you might be interested in Robert B. Cialdini's Influence (Science and Practice)

1 of 1 people found the following review helpful.
A practical guide for increasing sales performance!
By Leonard E. Scales
This is a "brilliant" book that's full of very practical tips, exercises, and suggestions that will have an immediate and positive impact on your selling. I read it from cover to cover but this is not necessary for you to realize benefits. From managing time, aligning with the buyer(s), to planning what to say when you finally get the appointment, "brilliant Selling" nails it! What I especially like about the book is what it is not. "brilliant Selling" it is not trying rehash selling concepts we already accept, understand, and use. It is not trying to create new names or complicated phrases for what are already good sales processes. In my opinion, rehashing is why many sales people read one or two chapters of sales guides and stop reading. This book is honest and to the point. I highly recommend "brilliant Selling" to sales professionals! I'm already using the insights gained from reading this book.

Leonard Scales

0 of 0 people found the following review helpful.
Great advice for professional service providers
By Greg McNab
After listening to Jeremy in person at a company training, I read Brilliant Selling and was pleasantly surprised to see that Jeremy's down-to-earth practical way of presenting ideas made its way into the book. For those looking for a guide to improve your understanding of the sales process using plain English, this book is fantastic. It explains things using motivations that we all understand, and can apply to see things from the view of the people we're sitting in front of. And to top if all off, they throw in lots of cartoons for the visual learners like me.

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• Sales Rank: #13966749 in Books
• Published on: 2004
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• Sales Rank: #6915214 in Books
• Published on: 1600
• Binding: Paperback

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• Sales Rank: #4019355 in Books
• Published on: 2014-04-01
• Original language: English
• Number of items: 1
• Dimensions: 12.13" h x .87" w x 10.20" l, 4.85 pounds
• Binding: Hardcover
• 264 pages

About the Author
Rita Carter is a science and medical writer who has twice been awarded the Medical Journalists' Association prize for outstanding contributions to medical journalism. She has written several books and been shortlisted for the Rhone-Poulenc Prize. She also talks about the brain, consciousness and behavior to a wide range of groups at seminars, conferences and workshops.

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Cultural Diversity and Families: Expanding Perspectives breaks new ground by investigating how concepts of cultural diversity have shaped the study of families from theoretical and applied perspectives. Authors Bahira Sherif Trask and Raeann R. Hamon move the dialogue about culturally diverse families to a new level by topically discussing the issues affecting culturally diverse families rather than organizing the information by racial and or ethnic groups.

• Sales Rank: #46147 in Books
• Brand: Brand: SAGE Publications, Inc
• Published on: 2007-01-18
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .71" w x 6.00" l, .91 pounds
• Binding: Paperback
• 312 pages

Features

• Used Book in Good Condition

About the Author
Bahira Sherif Trask, Ph.D., is an Associate Professor of Individual and Family Studies, University of Delaware, and is a Policy Scientist in the Center for Community Research and Service.� She has a Ph.D. in Cultural Anthropology from the University of Pennsylvania and an undergraduate degree in Political Science from Yale University.� Her research focuses on issues of cultural diversity and the relationship between work, gender, and family life.� She recently co-edited The Greenwood Encyclopedia of Women's Issues Worldwide (2003) and has published in numerous journals, including Journal of Family Issues, Qualitative Inquiry, Anthropology Today, and Journal of Teaching About Families & Marriage.� In 1999, she was awarded the prestigious Sussman Groves Young Professional Research Award to support her continued research on issues of family and diversity.� A frequent presenter at national and international conferences, Dr. Sherif-Trask is an acknowledged expert witness and national commentator on challenges facing American families.� She serves as reviewer for several major journals, including Early Childhood Research Quarterly, Journal of Human Organization: Applied Anthropology, Fathering & Fatherhood, Journal of Family Issues, and Family Science Review.� In addition to her academic activities, Dr. Sherif-Trask is a co-founder and board member of Cradle of Hope, a home for teenage pregnant girls in the Philadelphia area.

Raeann R. Hamon is Professor of Family Science and Gerontology in the Department of Human Development and Family Science at Messiah College, Pennsylvania. She holds one of two Scholar Chair Awards at Messiah College. Dr. Hamon received her Ph.D. in Family and Child Development and Graduate Certificate in Gerontology from Virginia Polytechnic Institute and State University. She has numerous publications and presentations on topics such as filial responsibility, family relationships in later life, parents’ experience of adult children’s divorce, intergenerational service-learning, Bahamian folklore, and Bahamian family life. She recently co-edited Mate Selection Across Cultures (Sage, 2003) and served as an associate editor for�the four-volume International Encyclopedia of Marriage and Family (Macmillan Reference, 2003) and as a guest editor for a special double issue of the Journal of Teaching in Marriage and Family: Innovations in Family Science (Haworth, 2004), which was devoted to the topic of teaching about international families.� A Certified Family Life Educator, she is an enthusiastic teacher of courses like Marital Relationships, Dynamics of Family Interaction, Sociology of Aging, and Foundations of Marriage and Family. She is President of the Association of Councils and a member of the Executive Board for the National Council on Family Relations, where she is also an active member of the International Section.

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0 of 0 people found the following review helpful.
Four Stars
By Samantha Revenaugh
Bought this book for school. It was ok but not the most interesting read.

2 of 3 people found the following review helpful.
Relevant, Interesting Discussion
By Sincerely Reviewed
I purchased this book for a college class. It was interesting and on point. Unlike other textbooks, I looked forward to reading it. The chapters were of reasonable length and did not drag on. While I wouldn't have purchased the book for personal use, it was tolerable for academics.

1 of 2 people found the following review helpful.
Very interesting
By SR
This wasn't dry like a lot of textbooks and presented a lot of interesting information about culture and families and how to work with them.

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• Sales Rank: #583542 in eBooks
• Published on: 2011-10-09
• Released on: 2011-10-09
• Format: Kindle eBook

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Combining elements of dance, drama, music and poetry, the performances of Japanese No theater are a highly stylized form of entertainment. Accompanying the sumptuous costumes worn during performances are elaborately carved No and Kyogen wooden masks—major works of art in their own right. This book, based on a classic two-volume German study, presents a wealth of illustrations and information relating to these magnificent theatrical devices.
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• Sales Rank: #1975278 in eBooks
• Published on: 2012-09-21
• Released on: 2012-09-21
• Format: Kindle eBook

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13 of 13 people found the following review helpful.
hmmmmm
By Assaf Carmeli
not what i ecpected , its like a musuem index with black and white photos, some intersting masks, not inspiring as the cover.

8 of 8 people found the following review helpful.
no masks
By Ira H. Marks
fairly high amount of illustrations not much on the substance of the masks which would be difficult because of the great number of masks illustrated

3 of 3 people found the following review helpful.
Three Stars
By Alison Armstrong
Too many grainy black and white photos, not enough color images.

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• Sales Rank: #3662591 in Books
• Published on: 1999-12-01
• Original language: English
• Number of items: 1
• Dimensions: 9.50" h x 6.50" w x 1.50" l, .0 pounds
• Binding: Hardcover
• 754 pages

Review
'An excellent introduction to the key aspects of satellite communications, including regulatory and planning as well as technical considerations' IEE Review

About the Author
Barry Evans is head of the Communications Systems Research Centre at the University of Surrey, the UK's largest academic group in mobile and satellite communications. He is well known in the field of satellite communications, having made innovations in SCPC-FM, on-board processing, dual polarisation antennas and propagation, new orbit constellations, speech coding and multiple access. He is the founder of the International Journal of Satellite Communications and has been the chairman of the IEE Vacation School on Satellite Communications since its inception in 1984. He is the author of three books and over 400 published papers.

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3 of 3 people found the following review helpful.
Want to size that terminal correctly?
By Kevin Jackson
This book has excellent treatment of antennas, modulation, coding and link budgets. If you need to learn how you should size a terminal for a given type of service than this is where you will find the answer or at least how to get the calculations correct.
I find this book on more satellite system engineers shelves all over the world than any other I know of on this subject. Its a great 'look up' text for those technical answers you should know but....

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Discusses how the transformation from an industrial to an information society has disrupted moral standards, showing how the disruption will evolve into a Great Reconstruction.

• Sales Rank: #1756769 in Books
• Published on: 1999-06-14
• Original language: English
• Number of items: 1
• Dimensions: 1.17" h x 6.40" w x 9.49" l,
• Binding: Hardcover
• 368 pages

Amazon.com Review
Francis Fukuyama cements his reputation as a wide-ranging public intellectual with this big-think book on social order and human nature. Following his earlier successes (The End of History and the Last Man and Trust), Fukuyama argues that civilization is in the midst of a revolution on a par with hunter-gatherers learning how to farm or agricultural societies turning industrial. He finds much to celebrate in this cultural, economic, and technological transformation, but "with all the blessings that flow from a more complex, information-based economy, certain bad things also happened to our social and moral life." Individualism, for example, fuels innovation and prosperity, but has also "corroded virtually all forms of authority and weakened the bonds holding families, neighborhoods, and nations together." Yet this is not a pessimistic book: "Social order, once disrupted, tends to get remade again" because humans are built for life in a civil society governed by moral rules.

We're on the tail end of the "great disruption," says Fukuyama, and signs suggest a coming era of much-needed social reordering. He handles complex ideas from diverse fields with ease (this is certainly the first book whose acknowledgments thank both science fiction novelist Neal Stephenson and social critic James Q. Wilson), and he writes with laser-sharp clarity. Fans of Jared Diamond's Guns, Germs, and Steel and David Landes's The Wealth and Poverty of Nations will appreciate The Great Disruption, as will just about any reader curious about what the new millennium may bring. This is simply one of the best nonfiction books of 1999. --John J. Miller

From Publishers Weekly
Fukuyama attempts to reconcile the extent of social disruption experienced in many Western countries during the past 30 years with his neo-Hegelian belief that the triumph of Western liberal democracy represents an end of history (articulated in The End of History and the Last Man). He successfully contends that the "Great Disruption" Western nations are experiencing as society moves from an industrial to an information economy is much like the social upheaval that accompanied the industrial revolution. After defining the Great Disruption (the usual litany of increased crime, family breakdown and lack of confidence in public institutions), Fukuyama turns to an exploration of the nature of human beings and morality. In doing so, he makes much of the idea of "social capital," which he defines as "a set of informal values or norms shared among members of a group that permits cooperation among them." Social capital is lacking in periods of disruption and is present when periods of disruption come to an end. Simply put, it's what makes civil society possible. He concludes that Western societies are now reconstructing their social ordersAmuch as they have over the course of historyAthrough revitalized morality, renewed civic pride and strengthened family life. As in previous books, Fukuyama's conclusions are less interesting than the way he arrives at them through a willingness to ask the big questions and an ability to look at contemporary society through the lens of his own vast reading and scholarship.
Copyright 1999 Reed Business Information, Inc.

From Booklist
Fukuyama's two previous books staked a distinct claim on the intellectual landscape, and this one extends the arguments floated in Trust (1995). Put simply, he argues that the Western world has begun to turn away from 1960s social innovations for the reason that the transition from an industrial to an information economy is largely complete. Concomitant with that, "social capital" is accumulating again after decades of rights-endowed individualism. In detail Fukuyama's views are more academically nuanced; but fundamentally he discerns a cultural reversal of sociological indicators, proferring in support scads of data and graphs on crime, marriage and fertility, and public opinion about values. Some readers might find more forceful, however, his exposition on human nature and the origin of the family, especially if one rejects the claim that they are socially constructed. Fukuyama thinks they are not and that from them emerge the informal norms that create social order, so that stable families equal socialized kids equal low crime and trust-based capitalism. Brainy stuff for the debate minded. Gilbert Taylor

Most helpful customer reviews

30 of 30 people found the following review helpful.
A good primer in modern sociology without the politics
By Marty Spiller (spiller@bicnet.net)
The Great Disruption is a wonderfully apolitical look at the rather disconcerting changes that have taken place in the social structure of western civilization during the last third of the twentieth century. Francis Fukuyama does this by examining the recent changes in social norms and values in western civilization as a whole, including the course they have taken in other countries, as well as in the United States. He lucidly examines the underlying causes for these changes, and compares them with those observed in other cultures as well as those that have taken place due to earlier social disruptions throughout the history of Western civilization. It is of special interest to those of us who grew up in the times prior to the disruption, when social norms tended to support individual happiness by stressing the more communitarian aspects of culture such as family, religion, and reciprocal employer/employee relations. For many of us, the world has become a cold, lonley place.
Fukuyama does NOT take sides in the culture war except insofar as to acknowledge changes that have come about, or are in the process of taking place. He does make judgments about the adaptability of some of the changes and their likelihood of remaining in their present form over the long haul. It is of particular interest to note that he does not attribute the various disruptions in social norms to politics per se, but rather to natural reactions of individuals to the changes in their environment wrought by the new technologies that have come to dominate western culture. These include the wide dissemination of information, increases in longevity and the shift from a society based on manual labor to one based on intellect. The politics on either side, from the feminists and the sexual liberationists on the left to the religionists on the right were not seminal in either creating or delaying these changes, and in fact, Fukuyama seems to be arguing that human nature will be the final arbiter of the form that social norms will finally take. In short, neither side will ultimately win the culture war, but then, neither side will lose either. The left will be happy to learn that the liberation of women is a natural phenomena and cannot be reversed. The right will be happy to learn that Fukuyama sees no clear, realistic alternative to traditional families (nuclear or extended), and that over time the rather devastating changes in family structure wrought by the change in status of women will certainly be modified, (as indeed is slowly happening now) not because of political arguments, but because human nature, the key to all social interaction, will demand it.
The first half of the book reads more easily than the second half because it deals with actual real life societal changes and their causes. The second half deals more heavily with socioeconomic theory and is a good deal more work, but rewarding if you have the will to stick it out. My major criticism with the book is that it does not deal at all with timeline other than to hint that the disruptions will be ironed out within a number of generations. It would have been cold comfort for Czarist loyalists to know that the Soviet experiment would eventually fail, but that it would take three generations and millions of political deaths for it to happen, and another several generations for Russian citizens to rebuild enough social capital to rejoin the rest of the world.

4 of 5 people found the following review helpful.
contradictions
By Rion
I started out really liking this book and if it had continued in the vein it began, I probably would have given it four or five stars. The author's definition of social capital is key to the book's good and bad points: "Social Capital can be defined as a set of informal values or norms shared among members of a group that permits cooperation among them." He proceeds from there to analyze various factors in the world that add to or detract from social capital and correlate these to historical changes in culture, economy, crime, etc. Things that help social capital include trust, community, marriage, education; things that hurt it include crime, greed, individualism, single parent families, etc. After all his outstanding analysis, I could only imagine the chapter on capitalism would have to point how the greed and individualism it inspires is a problem. But no! Instead he seems to stop and redefine what social capital is, just so he can say that capitalism is a good thing: "The view that social capital is a public good is wrong." "...rather a private good that is pervaded by externalities." So this rationalizing basically gets to a point where he is suggesting that greed and individualism now do work for the common good and therefore add to social capital. It was enough to make me want to throw the book out the window! Luckily, the window I was next to didn't open!
In the end his conclusions were very anti-climactic. There have been many of these "disruptions" in the past and this current one is just another like the ones before (not so "Great" after all?) and it is currently on the decline, taking care of itself, so apparently all you and I need to do is sit back in our LazyBoys and have another beer! NOT a feel-good book, they say? I think it IS. I would recommend it only for the first half of the book.

36 of 39 people found the following review helpful.
Seeing the big picture
By Todd Winer
This is an important book for readers who are interested in how our cultural landscape has shifted in the last three decades and what the future holds for us. Mr. Fukuyama is the premiere writer in American today when it comes to articulating the big picture and offering unique and provocative viewpoints. "The Great Disruption" is further evidence of that fact. Many Americans fail to appreicate the incredible social changes that have taken place since 1960 and Fukuyama pinpoints the prime culprit - a radical change in gender relations. Changes in the economy and the government are big enough but when you're talking about the way that families are raised and how men and women relate to each other - social mores that have lasted for thousands of years - you're talking about a seismic social shift. This revolution, which Fukuyama traces to the birth control pill, has led to serious social issues - teen pregancy, single-parent families, crime, low trust in government, and more. This is not a completely unique thesis but Fukuyama explains it in far more depth than any other recent author. Furthermore, Fukuyama reports that this "Great Dispruption" is mellowing and he uses the encouraging statistical data of the last five years as evidence. The author sites mankind's fundamental need for order as the catalyst for this social pause. What he leaves out, however, is a vision of what our country will look like ten or twenty years from now because of this development. Will these statistic trends level off? Will they reverse themselves? And if so, completely? Or is this just the eye of a storm waiting to churn again? This, I suppose, is left to the intellect of the reader. Nevertheless, this book is a must-read.

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