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List: linux-announce
Subject: =?UTF-8?B?5a6i5oi35pyN5Yqh55qE566h55CG5LiO5oqV6K+J5aSE55CG5oqA5ben?=
From: hannah_shou404 <hannah_shou404 () vnudt09 ! cn>
Date: 2021-11-30 0:00:43
Message-ID: 437940084.494997.1638230443024 () ls-453933-14750-14750
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<b style="color: rgb(56, 56, 56);"><font \
face="微软雅黑" style=""><font color="#2C3C6D" style="font-size: \
24px;">客户服务的管理与投诉处理技巧（可.定.制.内.训）</font></font></b></div>
<span style="color: #2C3C6D;font-size: \
14px;line-height: 28px;"><font face="微软雅黑"><br> <div>2021年12月15-16日 \
深圳 、2021年12月28-29日 北京</div><div>2022年01月05-06日 上海 \
、2022年05月18-19日 广州</div><div style="text-align: \
left;">2022年06月08-09日 苏州 、2022年07月27-28日 \
成都</div></font></span>
<span style="color: #2C3C6D;line-height: 28px;">
<div style="font-size: 14px; text-align: \
left;"><font face="微软雅黑">课 程 费 用：4580元/人</font> </div>
<div style="font-size: 14px; text-align: left;">
<font \
face="微软雅黑"><b><div>此课程可定.制.企.业.内.训，如需报.名.公.开.课，或咨.询.内.训</div><div>请与Andy联系，158 \
0194 7671</div><div><br></div></b></font> </div></span>
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<div style="text-decoration-style: initial; \
text-decoration-color: initial; color: rgb(56, 56, 56); font-size: 14px; line-height: \
21px; position: static !important;"><b style="color: rgb(9, 155, 212); \
background-color: transparent;">第一天</b></div><div style="line-height: 21px; \
position: static !important;"><font style=""><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static \
!important;">1.缘起：什么才是好的服务和差的服务？</div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static \
!important;">客户满意度是评价服务好坏的 准</div><div \
style="line-height: 21px; position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">2.照亮客户的 \
心：客户满意度关键要 </div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;">CS=[T(PS/ES)]D</div><div \
style="line-height: 21px; position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">3.基底：T: 怎么让客户很快就信任 \
？ – 一切客户服务的前提</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static \
!important;">梅斯特信任公式解析</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;">i. 可信、可 \
、亲近、自我导向</div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;">ii. 如何打 专业形象</div><div style="color: \
rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">iii. \
如何和客户成为朋友</div><div style="line-height: 21px; position: static \
!important;"><font color="#099bd4"><span style="text-decoration-style: initial; \
text-decoration-color: initial;"><b style=""></b></span></font></div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static \
!important;"></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;">4.贯穿：EOAC行为模式 - \
管理客户期望值和提升客户体验值</div><div style="line-height: 21px; \
position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">5.ES预期服务: \
怎么管理好客户期望值？</div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">- 识别客户真正的期望值</div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">- \
帮助客户设定合理的期望值</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;">- \
设法管理降低客户的期望值</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;">- \
有理有节地拒绝不合理的期望值</div><div style="line-height: 21px; \
position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static \
!important;">6.PS感知服务：怎么让客户满意？</div><div style="color: \
rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">- \
关键时刻（MOT）的ABC指数</div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">- \
做好这些事，来满足客户的期待</div><div style="line-height: 21px; \
position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">7.卓越：D \
照亮客户：怎么让客户感动</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static \
!important;">做好这些事情，超越客户的预期</div><div style="line-height: \
21px; position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="line-height: 21px; position: static \
!important;"><font color="#099bd4"><span style="text-decoration-style: initial; \
text-decoration-color: initial;"><b style=""><br></b></span></font></div><div \
style="line-height: 21px; position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b style=""> \
第二天</b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;">1.客户投诉妥善处理的 \
心原则是什么？</div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;">投诉客户和我们的分歧点在哪里？</div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static \
!important;">i.认同分歧和利益分歧</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static \
!important;">ii.不同分歧的客户投诉处理策略</div><div style="color: \
rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">怎 \
确诊客户的 心关键问题（MIM）？</div><div style="color: rgb(56, 56, \
56); font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static \
!important;">i.九大典型投诉客户类型分析</div><div style="color: rgb(56, \
56, 56); font-size: 14px; text-decoration-style: initial; text-decoration-color: \
initial; line-height: 21px; position: static \
!important;">ii.如何自信面对九种不同类型的客户？</div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static \
!important;">妥善处理客户投诉的15个 心技巧。</div><div \
style="line-height: 21px; position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b \
style=""></b></span></font></div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;"></div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">2.场景实战：</div><div style="color: rgb(56, \
56, 56); font-size: 14px; text-decoration-style: initial; text-decoration-color: \
initial; line-height: 21px; position: static !important;">- 怎 \
避免事态扩大？</div><div style="color: rgb(56, 56, 56); font-size: 14px; \
text-decoration-style: initial; text-decoration-color: initial; line-height: 21px; \
position: static !important;">- 如何快速平息客户的愤怒？</div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">- \
如何告诉客户坏消息？</div><div style="color: rgb(56, 56, 56); font-size: \
14px; text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">- 怎 才能不受客户的威胁？</div><div \
style="color: rgb(56, 56, 56); font-size: 14px; text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">- \
遇到苛刻专横的客户怎么办？</div><div style="color: rgb(56, 56, 56); \
font-size: 14px; text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;"><br></div><div style="line-height: \
21px; position: static !important;"><div style="line-height: 21px; position: static \
!important;"><font color="#099bd4"><span style="text-decoration-style: initial; \
text-decoration-color: initial;"><b>讲 师 介 绍</b></span></font></div><div \
style="line-height: 21px; position: static !important;"><font color="#099bd4"><span \
style="text-decoration-style: initial; text-decoration-color: initial;"><b>## \
姜老师 </b></span></font></div><div style="font-size: 14px; color: rgb(56, \
56, 56); text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">- \
10年+经验『实战派』培训专家 </div><div style="font-size: 14px; \
color: rgb(56, 56, 56); text-decoration-style: initial; text-decoration-color: \
initial; line-height: 21px; position: static !important;">- \
大型金融集团高级培训总监 </div><div style="font-size: 14px; color: \
rgb(56, 56, 56); text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;">- \
资深客户服务顾问专家，『极致客户体验』挑战者 </div><div \
style="font-size: 14px; color: rgb(56, 56, 56); text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">- \
成功为108家企业打 『明星客服团队』</div><div style="font-size: 14px; \
color: rgb(56, 56, 56); text-decoration-style: initial; text-decoration-color: \
initial; line-height: 21px; position: static !important;">- \
情境体验式培训专家 </div><div style="font-size: 14px; color: rgb(56, \
56, 56); text-decoration-style: initial; text-decoration-color: initial; line-height: \
21px; position: static !important;">- \
世界500强企业『首席合作导师』 </div><div style="font-size: 14px; \
color: rgb(56, 56, 56); text-decoration-style: initial; text-decoration-color: \
initial; line-height: 21px; position: static !important;">- \
英国博赞思维导图『认证管理师』 </div><div style="font-size: 14px; \
color: rgb(56, 56, 56); text-decoration-style: initial; text-decoration-color: \
initial; line-height: 21px; position: static !important;">- 某大型制 \
企业常年管理顾问，期间成功培养至少80名新晋管理者，实操经验丰富 </div><div \
style="font-size: 14px; color: rgb(56, 56, 56); text-decoration-style: initial; \
text-decoration-color: initial; line-height: 21px; position: static !important;">- \
全国授课1000+场，服务人数超10000+</div><div style="font-size: 14px; color: \
rgb(56, 56, 56); text-decoration-style: initial; text-decoration-color: initial; \
line-height: 21px; position: static !important;">- \
先后为网易、中信资本、招商银行、强生药业等大型集团企业提供服务 </div></div></font>
</div></font>
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</font><div><font color="#ffffff">a1b158c3-d2fb-46b5-9ef5-a21ce8f345a0
</font></div></div><div><font color="#ffffff"><br></font></div><div><font \
color="#ffffff"><br></font></div><div><font \
color="#ffffff"><br></font></div><div><font \
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color="#ffffff"><br></font></div><div><font \
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color="#ffffff"><br></font></div><div><font \
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color="#ffffff"><br></font></div><div><font \
color="#ffffff"><br></font></div><div><font \
color="#ffffff">2425bdce-398d-409c-afab-03108545f6ec</font><span \
style="background-color: transparent;"><font color="#ffffff">契 \
緻</font></span><span style="color: rgb(255, 255, 255); background-color: \
transparent;">13f95265-1366-427d-a532-f5f08c03f9dc</span><span style="color: rgb(255, \
255, 255); background-color: \
transparent;">5eb37884-05ef-40ad-a2ed-27760b88c362</span><span \
style="background-color: transparent;"><font \
color="#ffffff">畚啓醯睕菬刑垻諿 </font></span><span \
style="background-color: transparent; color: rgb(255, 255, \
255);">ced3a2f2-7e9a-4e8c-81d9-468932d6945d</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">0a235b90-3bc6-4e37-a0f0-fce49d85b43c</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">79b53b51-fdec-4e02-9ec4-508f29348523</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">34c467a8-3cbd-4f67-8e99-5f85f2f30a8d</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">c4749cd9-13f7-4ea1-b322-6287efeeb054</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">0802df86-2569-4cbb-8c9f-d87aa5df676e</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">67a73cb8-b556-45dd-a5c2-5283a78cb493</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">f19a0d28-ab7c-4bed-aaeb-001b9f289049</span></div><div><font \
color="#ffffff">ce9b93af-920b-43b6-b7eb-dbbcd134b97e</font><span \
style="background-color: transparent;"><font \
color="#ffffff">颭剌冉鐬</font></span><font color="#ffffff" \
style="background-color: transparent;"><span style="background-color: \
transparent;">34ab205c-e181-47a6-ad65-1970bf77da96</span></font><span \
style="background-color: transparent;"><font \
color="#ffffff">辞沚蹴背诚跞</font></span><font color="#ffffff" \
style="background-color: transparent;"><span style="background-color: \
transparent;">96113179-c16b-4fde-9c14-6b29510320fe</span><span \
style="background-color: \
transparent;">d856c237-d7ec-4f95-bc08-8f29bc28355e</span><span \
style="background-color: \
transparent;">eefa6ee7-81e9-4368-8796-45d4e1827c5e</span></font><span \
style="background-color: transparent;"><font \
color="#ffffff">疍妼軔衺彩</font></span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">a221f206-722f-4558-9a8c-20131bc1069f</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">c20f4f35-caa9-4662-9211-38ababb12f09</span></div><div><font \
color="#ffffff">56b187a2-5418-40a8-94dd-811276cf0d88</font><span \
style="background-color: transparent;"><font \
color="#ffffff">烖枢缐承仗骋须</font></span><span style="background-color: \
transparent;"><font color="#ffffff">秝讯瓃撆綪琒鮒麭姊拗</font></span><span \
style="background-color: transparent; color: rgb(255, 255, \
255);">f7684e8b-3a50-42c1-b352-20dc67c00aac</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">fd7e98d0-7fb4-473d-b95d-a40aa635248b</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">305db867-18a9-48f5-92a9-b186cd5bf4ba</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">6c68f2b4-e47f-4d01-8063-db219cd29323</span></div><div><font \
color="#ffffff">d798edc0-2da1-4d6c-97c9-f6687b45858b<span style="background-color: \
transparent;">eb67666a-7b52-43d7-a7ed-2c1c365f8c70</span><span \
style="background-color: \
transparent;">64416995-f05e-4158-b0e9-2ccc0a5f79da</span></font><span \
style="background-color: transparent;"><font \
color="#ffffff">霼壧驄銗</font></span><span style="background-color: \
transparent;"><font color="#ffffff">蔍謢奾</font></span></div><div><span \
style="background-color: transparent;"><font \
color="#ffffff"><br></font></span></div><div><span style="background-color: \
transparent;"><font color="#ffffff"><br></font></span></div><div><div><font \
color="#ffffff">930b6be3-7f74-45b3-a975-a47040a8e71c</font><span \
style="background-color: transparent;"><font \
color="#ffffff">朢垩嶷毗傢</font></span><span style="color: rgb(255, 255, 255); \
background-color: transparent;">fcc72d24-cb2a-45f2-93f3-2d6399d2c9a6</span><span \
style="color: rgb(255, 255, 255); background-color: \
transparent;">2c893c6c-e3a2-4077-b4e7-53a64195f3b7</span><span \
style="background-color: transparent;"><font \
color="#ffffff">鵳徯挨</font></span><span style="background-color: transparent; \
color: rgb(255, 255, 255);">c75a7820-fe2e-44e2-9a7b-55af0b8e74e2</span><span \
style="background-color: transparent; color: rgb(255, 255, \
255);">284dbe8d-d75c-4e1a-9f38-bf8bf31e6f93</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">2f993f72-a170-4587-bc30-e2f4e9818041</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">3b98e148-3c87-4c49-9867-7faf770580e3</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">1bdc9497-a516-4deb-af3e-ad1a035c59c6</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">b5ec09e0-7323-4cf8-91e3-4a548b218c87</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">9b46284d-10bb-4520-8dd4-af7ad159eff2</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">e5354379-26e2-4ce6-b05a-43e3ceef0f3f</span></div><div><font \
color="#ffffff">63e87514-b5b8-451f-9fdb-598325501e7b</font><span \
style="background-color: transparent;"><font \
color="#ffffff">玾瑴</font></span><font color="#ffffff" style="background-color: \
transparent;">883bf8f6-5a14-4f75-8500-7d5e6332c85a</font><span \
style="background-color: transparent;"><font \
color="#ffffff">澤钾椫瞓</font></span><font color="#ffffff" \
style="background-color: transparent;"><span style="background-color: \
transparent;">0edf1a12-bf7a-420e-8488-7b3ef2be99b1</span><span \
style="background-color: \
transparent;">099e089b-d2ad-465f-8735-b5a926d72f1d</span><span \
style="background-color: \
transparent;">b9e731f8-ddea-4f69-beb5-65fd5a365701</span></font><span \
style="background-color: transparent;"><font color="#ffffff">雔载 \
</font></span><span style="background-color: transparent; color: rgb(255, 255, \
255);">56b81012-1067-4176-88b5-9edb60dc0292</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">e069a941-a2b3-4dfb-9bd8-9473ef03905f</span></div><div><font \
color="#ffffff">a02c76b0-3ad3-4f9a-b434-0478fce907e7</font><span \
style="background-color: transparent;"><font \
color="#ffffff">印丧</font></span><span style="background-color: \
transparent;"><font color="#ffffff">媓坈篑懑鏰詚仒笆</font></span><span \
style="background-color: transparent; color: rgb(255, 255, \
255);">3151c7de-bdd1-4102-8b72-1a22d72c278a</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">52c5fc42-95a4-49f7-9164-8734d5a94cb3</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">62880fef-5a8d-44eb-a7ec-24699f1b8349</span><span style="background-color: \
transparent; color: rgb(255, 255, \
255);">4e7e3637-7303-41d3-87cc-725d05da5072</span></div><div><font \
color="#ffffff">4ae2a4b7-0e78-4f5f-a2ab-2860eeda22a4<span style="background-color: \
transparent;">31b9a0c8-636b-452e-b2c4-f91434ea9d80</span><span \
style="background-color: \
transparent;">a7494865-3266-46cd-9fbc-8cc00635341a</span></font><span \
style="background-color: transparent;"><font \
color="#ffffff">勂剩蹿鑄</font></span><span style="background-color: \
transparent;"><font color="#ffffff">觰眉嶩鎟鷦蓢</font></span></div></div><img \
src='http://103.30.17.53:8888/o/linux-announce@progressive-comp.com/414282e1-8934-4f2a-ae12-82220bdb3de2.gif' \
width='1' height='1' alt=''>
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