ࡱ> _ bjbjzz  0:  Killer Words of Customer Service Leaders Guide Copyright Telephone Doctor, Inc. All Rights Reserved  Improving the way your organization communicates with customers. 30 Hollenberg Court St. Louis, MO 63044 PHONE: 314.291.1012 800.882.9911 FAX: 314.291.3710 www.telephonedoctor.com CONTENTS The Goal of the Course and Course Objectives 3 Training Outline: Killer Words of Customer Service 4 Before You Begin: Tips for Trainers 5-7 Buy-In Activity 8 Discussion Questions & Skill Practice Key Point #1: Calm Down 9-10 Discussion Questions & Skill Practice Key Point #2: Can I Be Honest With You? 11-12 Discussion Questions & Skill Practice Key Point #3: No Problem 13-14 Discussion Questions & Skill Practice Key Point #4: Our Computers Are Slow 15-16 Discussion Questions & Skill Practice Key Point #5: What Was Your Name Again? 17-18 Discussion Questions & Skill Practice Key Point #6: Yes, BUT 19-20 Discussion Questions & Skill Practice Key Point #7: Sorry, Thats Our Policy 21-23 Discussion Questions & Skill Practice Key Point #8: You Dont Understand. 24-25 Post Program Activity 26 A Call to Action 27 Before They Go 28 Closing Words 29 Key Points 30 About Telephone Doctor, Inc. Customer Service Training Telephone Doctor, Inc. is a St. Louis based customer service training company that offers products and techniques designed to improve the service skills of customer contact employees. This program is presented by Nancy Friedman, our founder and president. Through DVDs, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor, Inc. has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings and reduce employee turnover. For additional information, please visit www.telephonedoctor.com. And now some legal stuff... We aim to be the nicest customer service training company in the world. :-) However, even the nicest company needs to diligently protect its intellectual property. Please respect the terms of our license and the copyright of our intellectual property. This material is licensed solely for display by the licensed organization to its employees. It is illegal to loan, rent, or sell this material outside the licensed organization. It is illegal to display this material to train persons outside the licensed organization without a separate agreement for that purpose. Please contact 800.882.9911 or HYPERLINK "mailto:info@telephonedoctor.com" \t "_blank" info@telephonedoctor.comto inquire about additional uses of our material. Telephone Doctor works to educate, detect, pursue and prosecute copyright violators using every civil and criminal remedy available. We offer a reward for information which leads to a recovery from individuals and/or organizations who pirate our content. Please contact 800.882.9911 or HYPERLINK "mailto:info@telephonedoctor.com" \t "_blank" info@telephonedoctor.comto report an act of copyright piracy. Telephone Doctor, Inc. assumes no patent liability with respect to the use of the information contained herein. While every precaution has been taken in preparing this material, the publisher is not responsible for errors or omissions, or for any damage or injuries, resulting from use of the information contained herein. Telephone Doctor is a registered trademark of Telephone Doctor, Inc. The Goal of the Course: Killer Words of Customer Service Learn the customer service ramifications of some commonly used words; sayings that we have designated as killer words. These killer words can, and will, cause damage to business relationships. Understand that these killer words are normally used very innocently, and with positive intentions. However, this collection of killer words are proven to annoy and alienate clients and prospective customers and very possibly damage the opportunity to do business or continue a relationship with them. Objectives: In support of this goal, participants who have successfully completed this course will have demonstrated, through written, verbal, and/or Skill Practice exercises, the ability to: Discover Telephone Doctor s Eight Killer Words of Customer Service. Learn effective replacement words or techniques to eliminate these killer words. Enhance communication skills with your company s customers and prospects. Become skilled at how to defuse daily challenges instead of escalating them. The long-term value of this program creates a need to utilize the content in a variety of different uses. The following outline is based on a more traditional approach of showing the program in its entirety, then participating in discussions. Additional uses include: % One Key Point at a time during a staff meeting % Use a single segment as a buy-in activity % Individual Key Points can be used to add another dimension to other training programs Training Outline: Killer Words of Customer Service I. Introduction to the Topic (See  The Goal of the Course on page 3) (3 min.) A. State the goal of the course in your opening comments B. Include the class objectives II. Getting Acquainted (see Before You Begin: Tips for Trainers on pages 5-7) (15 min.) A. Introduction of trainer B. Use an icebreaker or buy-in activity of your own C. Administer the buy-in activity (page 8) III. View Program: Killer Words of Customer Service (22 min.) IV. Application of Key Points (35 min.) A. For each Key Point: f& Ask the class discussion questions provided in the Leader s Guide f& Have participants complete the accompanying Participant Workbook pages f& Optional: Use corresponding Skill Practices B. Administer the Post-Program Activity (page 26) V. Wrap Up (see Before They Go on pages 28) (15 min) Select method of review Use a commitment activity Hand out Desktop Reminder Cards Ask participants to complete evaluation NOTE: The normal total length of this class is approximately 90 minutes using the Key Point discussion questions only. For each Skill Practice activity included in the session, increase the total length of the class by approximately 10 minutes. For example, if using Skill Practices #1, 3 & 5, the total length of the class is approximately 2 hours. Depending on the time available and with some imagination, the training can be as short as only watching the program or extended to a full day session. Before You Begin: Tips for Trainers To help participants receive the maximum benefits from this course, here are some tips for success: Assemble Learning Resources % Locate DVD program Killer Words of Customer Service and companion CD that includes the PowerPoint presentation and Participant Workbook. % Using the PowerPoint presentation and Participant Workbook for attendees will greatly enhance the training. (To customize your training materials, your organization logo may be inserted in the PowerPoint and Workbook.) % Desktop Reminder Cards for each participant will encourage behavior modification after the class. % You ll need: A flip chart, or white board and markers, or chalkboard and chalk. Media equipment: TV with DVD player or computer with DVD drive, speakers and screen or wall. Create a Comfortable Learning Atmosphere % Choose a comfortable, well-lighted room with no distractions. % Arrange straight tables in a U-shaped set-up or use round tables. Either way, it is important that each participant be able to make eye contact with other participants. % Use name tents or name tags for participants. % Encourage note taking by using the Participant Workbooks or supply pencil and paper. % Introduce yourself. Give the participants a brief sketch of your background, your experience and how you relate to the training subject. The more comfortable the participants are with you, the more effective you will be in facilitating their learning. % Allow the participants to get comfortable with each other. Use self-introductions or icebreaking exercises to get the group relaxed. 1. The participants can use your introduction as a model, which will help them overcome any natural reluctance to talk about themselves. 2. Divide the class into groups of two. Give each pair of participants a few minutes to interview each other. Each one in turn introduces his or her partner to the group. This will speed the process of getting the participants to function as a group. 3. Multiple sources for icebreaker exercises exist. Bring your own or visit your favorite bookstore or local library for ideas. % Schedule breaks as needed. Before You Begin: Tips for Trainers (Cont.) Create a Comfortable Learning Atmosphere (Cont.) % Acquaint the participants with  housekeeping items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.). % Establish clear goals. The specific learning objectives for this class are included in the Leader s Guide (page 3). Keep in mind that the clearer the participants understanding of their objectives, the more likely it is that they will achieve those objectives. Involve the Participants % Choose the segments of the program that best meet your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.). % When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions. 1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page. 2. Prior to class, instructor selects most pertinent questions to be completed during class. 3. Assign homework to participants to complete remaining questions. % Verify participant understanding by asking questions. They should do most of the work. Resist the urge to take over. Facilitate, but don t dominate. Ask questions, coax answers, encourage give and take. % Encourage involvement of the participants by beginning questions with phrases such as:  What did you think about that?  Tell me what you just saw. How do you relate to that vignette? That was interesting; what was your take on it? What were your initial impressions? How did that scene make you feel? Before You Begin: Tips for Trainers (Cont.) Involve the Participants (Cont.) % Reduce participants apprehension by positively reinforcing their comments with statements such as:  That s interesting; tell me more about what you mean.  I hadn t considered that angle yet.  Good point.  Okay, thanks for sharing that with us.  That ll be one of the things we need to consider.  I really like your insight.  That s sure a unique perspective. Who else has some ideas? % Reward participants for their enthusiastic participation. Prizes are always coveted. NOTE: Telephone Doctor encourages you to create your own Skill Practices for each Key Point to simulate issues specific to your organization. Buy-In Activity ~ Killer Words of Customer Service Before watching the DVD program: Killer Words of Customer Service, ask participants to answer question 'A' below to the best of their ability. Then, review answers as a group. Save this information for our "Post Program Activity" at the end of this training session. Facilitator: Distribute blank sheets of paper and read the question below. Ask a volunteer to read the 'Goals and Course Objectives' on page 3 to participants. Question A: (Allow 3-5 minutes) Based on the goal of this course, let's create individual lists with eight - ten words we each feel "KILL or STOP" a conversation or put the relationship with our customers in a damaging situation. Facilitator: On a Flip Chart or Large Board: (Allow 3-5 minutes) Now compile a group list for class review. Ask participants to write two of their responses on the class board (avoid duplicates). Expect some responses to match the upcoming program's words; there are many KILLER WORDS out there.  Discuss the NEW list. Ask a few participants to select one word they feel is the MOST offensive and briefly explain WHY to the group? (Allow 6-8 minutes) Discussion Questions Key Point #1: Calm Down 1. In a business situation, why is it ineffective to tell a customer to calm down? f& Telling a person to calm down is considered rude. f& It s offensive, will annoy and alienate customers. f& Will damage the opportunity to continue to keep that customer. f& Can strongly affect the conversation in a negative manner. f& You should expect the opposite reaction. 2. What are a few of the responses you would likely offer when you re frustrated and someone tells you to CALM DOWN? f& Don t tell me to calm down. f& Excuse me, where s your supervisor? f& I m taking my business elsewhere. What does the phrase:  Life is a series of roles mean? f& We act and speak different ways when we face different situations. f& We communicate differently to our family, friends and co-workers. f& The focus of today s program: How we speak to our company s customers and prospects. In the program, Jessica sidetracked the conversation by telling the customer to calm down. Why is that like throwing gasoline on a fire? f& The customer will react negatively. f& The conversation will now escalate from upset to furious. f& Its patronizing and will have the opposite reaction on their behavior. TELEPHONE DOCTOR PRESCRIPTION: Expect the opposite to happen. Customers dont like being told to Calm Down. Focus effort on solving the problem. Skill Practice Key Point #1: Calm Down Facilitator: Please make sure everyone gets a chance to participate. There is no right or wrong answers in brainstorming, so encourage the participants to share whatever comes to mind. Divide your participants into eight groups; assign one of the killer words to each group. On paper or participant workbooks - Instruct each group to create killer word mantras using the eight words from this program and Prescriptions on the bottom of discussion pages. These mantras will help to encourage internal awareness & participation. (Allow 10-15 minutes) Prior to conducting the session, create eight templates using the example below.   As a class, read off mantras and discuss how to implement & reinforce these in your organization. (Posters, contests, emails, games, discussion groups, prizes)   Discussion Questions  Key Point #2: Can I Be Honest With You? What are the ramifications of saying to a customer: Can I be honest with you? f& Customers may not trust you or your company. f& It s considered  social noise. f& Reduces your credibility because your customers expect honesty. f& There s a hidden message in what you re telling me. 2. What are similar frustrating responses as:  Can I be honest &  which we should eliminate? f& Can I tell you the truth? f& Let me be perfectly frank. f& You want the truth, right? f& Look, I m gonna level with you. f& Can I be candid with you? 3. Is there ever an appropriate time when it s okay to use these killer words? f& It s not effective, you should avoid these killer words. f& These words are totally useless. f& These words question your own integrity. TELEPHONE DOCTOR PRESCRIPTION: Avoid this common credibility buster. Considered social noise. Customers expect the truth. Skill Practice Key Point #2: Can I Be Honest With You? Facilitator: Complete the exercise below and have a group discussion. When we hear Can I be honest we tend to wonder about previous and forthcoming information. We expect the truth every time so why the disclaimer? In this exercise, lets brainstorm negative words associated with each letter in HONEST. Allow 5-10 minutes.   Eliminate these credibility busters and your communications will be more effective. Discussion Questions  Key Point #3: No Problem 1. Where did the killer words  No Problem &  No Worries originally come from? f& Tropical islands. f& Travel and hospitality industry. 2. Why do some people find these words offensive? f& Sounds as though sometimes it is a problem to assist customers. f& Customers may view this statement as being dismissive. f& Sounds trite and too informal. 3. What words can replace these killer words? f& Certainly, we re happy to help. f& You are most welcome. f& It was my pleasure, we appreciate your business. 4. When customers appreciate the service theyve received and say Thank you, its okay for customer service representatives to respond back by saying, No problem, thats my job. Is this accurate? True or False f& False, customers deserve to hear  You re Welcome. It is the gold standard for customer service providers! TELEPHONE DOCTOR PRESCRIPTION:  No problem is perceived as dismissive to customers.  You re welcome is the gold standard for customer service providers. Skill Practice Key Point #3: No Problem Facilitator: Complete the two step exercise below; then discuss potential in-house reinforcements. On a large board or flip chart paper, lets brainstorm various responses weve heard in a conversation when ending a transaction or showing appreciation. Step I - On the left side of a flip chart, brainstorm similar killer words. Step II - On the right side of the same flip chart, generate positive alternatives.  How many different reinforcement methods can we think of to encourage the elimination of these killer words? Responses you may hear: Contests, posters, monitoring, games such as You Say You Pay, Catch Me If You Can. Discussion Questions Key Point #4: Our Computers Are Slow 1. What mental pictures are created when you hear these words? f& This organization doesn t have adequate technology. f& Geeesh, stop complaining and talking down about your company. f& This company has internal issues preventing them from serving customers. f& I m dealing with a less than  top notch organization. Name a few of the occasional drawbacks/challenges at your organization? f& Out of stock/back orders on popular items. f& Technical issues or systems are down. f& New rule or policy isn t to your liking. f& Being under or short staffed due to economy, vacations or illness. f& High call/traffic volume and longer than normal hold/wait times. f& Office temperature is too hot or cold. 3. Why does telling the truth to a customer regarding operational problems serve no purpose? f& Sharing negative details has no positive purpose. f& Remember to shield your customers so their experience is as positive as possible. TELEPHONE DOCTOR PRESCRIPTION: There is no value in sharing negative information. Offer solutions, not excuses. Skill Practice  Key Point #4: Our Computers Are Slow Facilitator: Complete the activity below on a flip chart or large board. As a group, brainstorm the types of organizations or businesses where we frequently hear these killer words.  Imagine all of the businesses and organizations listed above watched Telephone Doctors Killer Words of Customer Service last month and eliminated these negative words. Discuss how youd feel the next time you communicated with them? Do you think youd notice a difference? On a flip chart, large board and/or Participants Workbook page, ask participants to help generate a list of positive alternatives to saying: Our computers are slow. Responses you may hear: Bear with me while I review your information. Im retrieving your records now this will take a moment. Thank you for your patience, Im bringing your records up now. Are you able to hold while I locate your information? Lets work together, allow me a few minutes to research this information. Discussion Questions  Key Point #5: What s Your Name Again? 1. Why do people sometimes use these killer words:  What s your name again? f& Not paying attention or listening. f& Didn t hear it. f& Distractions or noises in the background. f& The person spoke too fast. f& They haven t received communications training from Telephone Doctor. f& Perhaps they have a last name with no vowels. 2. What are the four steps recommended, which are  less abrasive to get a name when you ve missed it? Acknowledge request Apologize Tell the truth Reintroduce yourself and politely gather name What are similar killer words we ve heard that are just as abrasive? f& What? f& Can I ask you to repeat what you said, I didn t have a pen? f& I wasn t listening. f& Who is this again? f& I didn t hear that, say that again. f& Huh? Are you on a cell phone or land line? TELEPHONE DOCTOR PRESCRIPTION: When you ve missed the name, regroup. Apply the four step technique to smoothly gather the name. Skill Practice  Key Point #5: What s Your Name Again? Facilitators: Divide your participants into two teams. Complete the activity below then regroup and compare information. Allow 10-15 minutes for this activity. On blank paper or corresponding Participant Workbook page, ask each team to ad-lib the unhappy customer part and create an employee script. Allow time for team practices; then regroup for the performances. A fast-talking customer has been transferred several times and is very unhappy about your organizations ! (Website, Ordering Process, Shipment Tracking, etc.) Employee using the four step recommended technique: Acknowledge request: Apologize: Tell the truth: Reintroduce yourself and politely gather name: Facilitator Example: Acknowledge Request: Sure, I can help you with that. Apologize: I apologize. Tell the Truth: I know you said your name, I missed it. Reintroduce Yourself and Politely Gather Name: Again, my name isand Im speaking with? As a group, discuss how your customers would feel after each of these conversations. Which is more effective and why? Discussion Questions Key Point #6: Yes, BUT In the customer service world the word BUT is thought of as the BIG ERASER. What do customers think when this killer word is said? Something negative is about to happen. The conversation is going downhill. Im not going to get what Im asking for. Okay, here it comes disappointment lies ahead. Why does Telephone Doctor call the killer words Yes, BUT the TWO STAGE NO? Theres going to be restrictions or conditions involved. This isnt going to be easy or make someone happy. Positive statements will soon be down graded. Name a few buffer phrases, which will smooth or soften the verbiage and replace Yes, BUT Lets go ahead and research your replacement costs. Of course, well need you to ship those items back by a traceable method. Certainly, Im curious what happened when you rebooted? Sure, lets discuss your refund options. Yes, let me review your invoices and double check your terms. I wish that was an option, what we can do is TELEPHONE DOCTOR PRESCRIPTION: State the customers options. Avoid this Two Stage No. Skill Practice Key Point #6: Yes, BUT Facilitator: Complete the exercise below and have a group discussion to recap. Remember the old definition of insanity: Doing the same thing over and over and over and expecting different results. Well, reacting to a customers need is much like that. Responding to customer needs requires much more thought, weighing of pros and cons, and is based on caring. The goals are to take care of an immediate problem and build a long-term customer-responsive relationship. Yes, BUT is a TWO STEP NO. Usually a quick, knee jerk answer. Lets discuss the consequences of answering without thinking. Most times the fast reacting answer has short-term negative consequences while responding answers have long-term positive results. Divide participants into two groups. Each group should have its own large board or paper for this exercise. Offer a few examples to launch the groups discussions. Allow 5 minutes. REACTING vs. RESPONDING: Short-Term Consequences vs. Long-Term Results  Compare the two groups responses. In closing, read below and ask participants if they agree or disagree: If the customer is not the central concern of your organization, you may not have an organization to be concerned about. Anonymous author Discussion Questions Key Point #7: Sorry, Thats Our Policy Weve all heard it! Think back to an experience when you were told by a business, Sorry, thats our policy. How did you feel? Frustrated and angry Taken aback Felt like a deer in the headlights Really? In most cases, an employee is simply stating a policy, rules or regulations as an explanation. So whats wrong with restating company information back to your customers? It can be considered harsh and may damage ongoing relationships. Your customers dont care. Its confrontational. What other forms of Sorry, thats our policy also alienate customers? Thats Standard Operating Procedure here! According to your warranty Youll need to call back and ask for my manager. FYI, thats what my boss told me to say. We have certain protocols we follow. According to my screen/script, we cant do that. I dont have the authority. TELEPHONE DOCTOR PRESCRIPTION: Customers arent interested in your companys policies. Look for solutions to the problems. Exceptions can sometimes be made to prevent alienating customers. Skill Practice Key Point #7: Sorry, Thats Our Policy Facilitator: Complete the exercise below and have a group discussion to recap. On a large board or flip chart, lets make a list of the issues that may cause someone to say Sorry, thats our policy in an attempt to remedy a situation. (Allow 5 minutes)  Use paper or corresponding Participant Workbook page. Divide your group into small teams with 2-3 members each. Assign a policy issue from the list to each team. Ask each team to script an effective response which eliminates the killer words: Sorry, thats our policy. (Allow 5 minutes) Ask each team to select one member to act as the customer, another to act as a company representative. Discuss: How can our company implement these changes? Ask: What are you empowered to do regarding customer satisfaction? Food for thought Sorry, Thats Our Policy. Facilitator: Read the article below and facilitate a group discussion. Shop Owner Refuses Refund to Grieving Parents And the award for the worst customer service might have already been won. Nicholas had a pair of steel-toed boots under the tree a gift from his mother. The 31-year-old mechanic and volunteer firefighter never got to see them, though, as he died walking home from a Christmas party on December 15. After the holidays, his grieving father gathered the strength to bring the shoes back to the store for a refund. The owner of the store refused, simply citing the stores no-refund policy. These boots should fit you Nicholas father says he was told. You could use them to go trekking. Nicholas father thinks his circumstances warrant an exception. Reprinted with permission of Belding Skills Training & Development Facilitator: Ask participants what would they have done? Discussion Questions Key Point #8: You Dont Understand 1. What are some of the reasons customers dont understand directions offered by employees? f& The verbiage may be generational, geographical or technology based. f& Language barrier might affect understanding. f& Customers are not as familiar with products or topics as employees. f& Normally, customers are distracted and not expecting directions. f& The terminology offered may need to be simplified. f& They need to hear directions  step-by-step for accuracy. 2. Why isn t it effective to repeat the same directions over again to a customer that doesn t understand? f& When there s a miscommunication, y345DKefP R [ ͻ񢍢zobPA2Ah+6CJOJQJ]^JhChBCJOJQJ^J"hChB5CJ OJQJ\^JhChBCJOJQJhChBOJQJ$jhChBCJUmHnHu)hD>hB5CJH*OJQJ\^JaJ"hChB5CJOJQJ\^J hChB"hCh+5CJ$OJQJ\^J"hB56CJ0OJQJ\]^J"h+56CJ0OJQJ\]^JhChBCJOJQJ^J     45DEFGHIJKm 2 $a$ & 9 Q R [ \  `' x$a$ " # 1 : ; ? g h v    & ) * / W X f  尡wiwiiwiwih8G@CJOJQJ^Jh`6@CJOJQJ^Jhqq@CJOJQJ^Jh_@CJOJQJ^JhChB@CJOJQJ hChB@CJOJQJ^JhqqCJOJQJ^JhHzCJOJQJ^Jh0ECJOJQJ^JhChBCJOJQJ^JhZCJOJQJ^J' @ 0 ! s <=$ Ad7$8$H$a$gdB$ s]s^`a$gdB$ p(x7$8$H$a$gdB `' xgd8G `' xgdHz `' xgdv `' x     ! H I T V l m n o q ͻ}oaS}oEShv@CJOJQJ^JhUi@CJOJQJ^JhJ)@CJOJQJ^Jh`6@CJOJQJ^Jh,L@CJOJQJ^J h8Gh,L@CJOJQJ^J hCh,L@CJOJQJ^Jh8G@CJOJQJ^J#hc h`65@CJOJQJ^J h8Gh`6@CJOJQJ^J hChB@CJOJQJ^J h8GhB@CJOJQJ^Jq r s #:<=򴥙~q~_VJV;hChBCJOJQJ^JhChB6CJ]hChBCJ"hChB5CJOJQJ\^JhChBCJOJQJhChBCJOJQJ^Jh8GCJOJQJ^JhUiCJOJQJ^JhCh8GCJOJQJ^J h8GhB@CJOJQJ^Jh8G@CJOJQJ^J h8GhHz@CJOJQJ^Jh,L@CJOJQJ^JhUi@CJOJQJ^J=XYTU56UVӼpY=Y=6jh h B*CJOJPJQJU^JaJph"""-h h B*CJOJPJQJ^JaJph"""0h h >*B*CJOJPJQJ^JaJph6jh h B*CJOJPJQJU^JaJph"""-h h B*CJOJPJQJ^JaJph"""-h h B*CJOJPJQJ^JaJph"""%h h B*CJOJQJaJph"""2h h 5B*CJOJQJ\^JaJhph"""=YU6Y}t^gdS^gdS^gdS^gd]M! -DM [$\$^gdc ! `-DM [$\$^``gdr^gd  ^` gd dx[$gd $x1$a$gd XYq˴wcNB1 1 h]MhxCJOJPJQJ^J h]MhrCJOJPJQJ^JhCJOJQJ^J(hChB56CJ OJQJ\]^J&h+56@CJ OJQJ\]^J"hChB5CJ OJQJ\^J&h B*CJOJQJ^JaJhph""",h h B*CJOJQJ^JaJhph"""-h h B*CJOJPJQJ^JaJph"""6jh h B*CJOJPJQJU^JaJph"""0h h >*B*CJOJPJQJ^JaJph +,Te$%&$~vh^TFhSCJOJPJQJ^JhCJPJaJhSCJPJaJhSCJOJPJQJ^JhSCJPJ hS5CJOJPJQJ\^J hS5CJ OJPJQJ\^J h]MhBCJOJPJQJ^J h]Mht^CJOJPJQJ^J h]MhrCJOJPJQJ^Jh|.CJOJPJQJ^JhgCJOJPJQJ^J h]MhxCJOJPJQJ^J$t " < h]^hgdB8]^8`gdB8 x]^8` gdB8x]^8`gdB v]^vgdB H]^HgdB x^gdB 8pxx^`pgdS $&(6 tvx (*ͿͿ򱣕ޣyjbWLAh=6KH]aJh+6KH]aJhChBKHaJhpH5KHaJhChBCJOJQJ^JhChBOJQJ^JhChBCJOJQJ^JhCJOJPJQJ^JhSCJOJPJQJ^JhCJOJPJQJ^JhgCJOJPJQJ^J hhSCJOJPJQJ^JhCJPJaJhSCJPJaJhSCJOJPJQJ^J,. @ A !!V!W!!!  `'x^ 8`'hx`hgdB `'x `'hx`h 8`'x` `'hx^hx hP^hgdB*, !!!! !!*!J!K!L!M!P!f!w!!!""""##t#z#䙊{odVKVKVKVdhChBCJ^JhChB5CJ\^JhB5CJ\^Jhh2CJOJQJ^Jh0E6CJOJQJ]^Jh[6CJOJQJ]^Jh+6CJOJQJ]^Jh$aKCJOJQJ^Jhc CJOJQJ^Jh0ECJOJQJ^Jh0>CJOJQJ^JhCJOJQJ^JhChBCJOJQJ^JhChBCJKHaJ!"#v###'$?$Y$y$$$}}ig & F 8^`gdB & F 8x^`gdB & F 8`'x^`gdB `'hx^h` `'x^` `'x^gdB `'8^8gdB `'8x^8gdB z#|#######$$$$$$&&&%'(*(,(j(l(D)F),,P-86:6<6Ի{m_Q{{h=56CJ\]^Jhx56CJ\]^Jh+56CJ\]^JhChBCJ^JhChBCJOJQJ^J"hChB5CJOJQJ\^JhChB^JhChBCJ^JhChB5CJ\^Jh 5CJ\^Jh$aK5CJ\^Jh0E5CJ\^JhB5CJ\^Jhc 5CJ\^J$$&&&$'%'A')*++>,,,,P-- x]^`gdBd, x^` ^`^^ >d^`> |]^`|-&//6022B3*4%55:6<6668:  ] ^`  x] ^`^`gdB >dh^`>PP ^` 88x]^8` x]^`<6>6666666::::">$>BBBCDGGGHHHHHHHHHȵާȧޞysks`Th/(!CJOJQJ^Jh/(!h/(!CJaJh/(!0J'CJ h/(!CJ hChBCJOJQJ^JhChB5CJ\hChB5CJhChBCJhChB5CJ\^JhChBCJ^JhBCJ^JhChBCJ^JhB5CJ\^JhChB5CJ\^JhChB^JhChBCJ^J::::0<=">>h?AAABEByBBBBB 8B]^`B 8Bx^`B 88Bx]^8`B x]^`^BCCD@EEEFrFF0GGGn 8x]^` 8x]^`gdB 80x]^`0 8>x]^`> 8x]^` 8B]^`B ]^` GGGGGGGHHHIIkJlJSKTKK gdk gdb gddPgd/(! ^gd/(!hP^h 88x^8`gdB 8Bx^`B 8x]^`HHHIIJIIIIJSJTJUJVJkJlJxJJJJJJ_K`KaKK﷥q`O`>` hXh)CJOJQJ^JaJ hXhICJOJQJ^JaJ hXhkCJOJQJ^JaJ hXhGCCJOJQJ^JaJ hXh$aKCJOJQJ^JaJ#hXhbCJOJQJ\^JaJ#hXh/(!CJOJQJ\^JaJ$hXh/(!0J"CJOJQJ^JaJ hXhh2CJOJQJ^JaJ&hXh/(!6CJOJQJ]^JaJ hXh/(!CJOJQJ^JaJKKK LLL|L}L~LLLLLL޼mVD2"hXhb5CJOJQJaJh"hXh5h5CJOJQJaJh-hXh,10J"B*CJOJQJ^JaJph-hXha0J"B*CJOJQJ^JaJph(jhXh.`CJUaJmHnHu hXhdPCJOJQJ^JaJ#hXh.`CJOJQJ\^JaJ hXhc CJOJQJ^JaJ hXh/(!CJOJQJ^JaJ hXh)CJOJQJ^JaJ hXh.`CJOJQJ^JaJ K|L}LLLLLLLLLLLLLLLLLLLLLLL^gdBgd,1gd|fW gdb gd)gd.`LLLL1MbMcMMMhNNTOO(P*PQQVQQQQ Qx^`gd% H^H`gdXx^`gdB H^H`gdB^gdB gdbLLLLL1M2MHMIMVMWMXMaMbMcMfMMMMӳteSG;GhXCJOJQJ^Jh]XCJOJQJ^J"hCh=5CJOJQJ\^JhB5CJ OJQJaJhh]X5CJ OJQJaJhhN5CJ OJQJaJhhChBCJOJQJ^J"hChB5CJ OJQJaJhh5h5CJ OJQJaJh hXhCJOJQJ^JaJ hXhbCJOJQJ^JaJhE CJOJQJ^JaJh9CJOJQJ^JaJMMNN,N.N6N8NTNdNfNhNjNlNnNrNNNNNNNNNNTOVOXO^O`O~OOOOOOOOO&P(Pκĺĺęĺ΂uİhhXhBCJOJQJhChu;CJOJQJhCJOJQJhCh%CJOJQJh%CJOJQJhChXCJOJQJhu;CJOJQJhXCJOJQJhc CJOJQJhXCJOJQJhChBCJOJQJhCh]XCJOJQJ^JhBCJOJQJ^J((P0PPPQQQQ:QRQTQVQXQZQQQQQQQQRRRRLRZR\R`RdRRRR񿵫̍th\h\htRh1CJOJQJh1CJOJQJ^Jh.`CJOJQJ^JhA%CJOJQJ^JhCh%CJOJQJhc CJOJQJhBCJOJQJh%CJOJQJhu;CJOJQJhXCJOJQJhChBCJOJQJhChXCJOJQJh0>CJOJQJ^JhXCJOJQJ^JhChBCJOJQJ^J Q^R`RRrS T"T6U8UUUHVIVJVKVLVMVNVOVPVQVpV h<^hgdBx^`gdXgdX & FgdXx^`gdBgdB & Fgd1RR>SBSRSpSrStSvSST T"TBT4U8UhXCJOJQJhCJOJQJhChXCJOJQJhChXCJOJQJ^JhCJOJQJ^JhCJOJQJ^JhChBCJOJQJ^JhChCJOJQJ^JhCJOJQJh0>CJOJQJhc CJOJQJhChCJOJQJhBCJOJQJ^JhCJOJQJ^Jh1CJOJQJ^JhChBCJOJQJUUVGVHVIVKVLVNVQVpVVVWW WWĵufTB3BhZ5CJ OJQJaJh"hChB5CJ OJQJaJh"hChB5CJ OJQJ\^Jhb8#5CJ OJQJ\^J#hC%XhP&CJOJQJ\^JaJ+hChB56>*CJOJQJ\]^JhA$CJOJQJ^JhBCJOJQJ^JhChBCJOJQJ^JhChXCJOJQJ^Jh;CJOJQJ^Jh;CJOJQJhc CJOJQJhCh;CJOJQJpVVVVWWWW&X'XXX(Y>Y?YYYYYYYYYYgdB^gdB^gdB^gdB & F xxgd`WWWW[WfWWWWWWWWX XXXX#X$X%X'XGXHXIXKXOXhXiXjXpXqXuXvX{X|XXȻȱȧȝȧȧȉuȧȓkkkahP&CJOJQJh-4(CJOJQJhCJOJQJh4;CJOJQJh-H,CJOJQJh[CJOJQJh!CJOJQJhZCJOJQJhBCJOJQJhChCJOJQJhChBCJOJQJhChB5CJOJQJh$aK5CJOJQJ"hChB5CJOJQJ\^J$XXXXXXXXXXXXY%Y&Y'Y(Y*Y.Y=Y>YSYWYYYYYYYĺİx^xH*jhCJOJQJUaJmHnHu3jhCJOJQJU_HaJmHnHsHtHhChBCJOJQJhChCJOJQJh[CJOJQJhCJOJQJhBCJOJQJh-H,CJOJQJhCJOJQJh!CJOJQJhZCJOJQJh-4(CJOJQJh4;CJOJQJhP&CJOJQJh*<CJOJQJYYYYYYYYYYYYZZZZZZZ[[[[ H^gd; & Fgd;^gdB^gdBh^hgdBYYYYYYYY ZZZZZZZZZZZȾȴ駕|oRo>&hChB5@CJ OJQJaJh9jhChBCJ OJQJU_HaJmHnHsHtHhChBCJ OJQJ1jhChBCJU_HaJmHnHsHtH"hChB5CJ OJQJaJhhrhBCJOJQJh-4(CJOJQJh*<CJOJQJh-H,CJOJQJh4;CJOJQJhCh-H,CJOJQJhBCJOJQJhChBCJOJQJZZZZZZ[[[[[[[[[[[\\\&\X\Z\\\^\ȷȷȷ٥~qg]gSqI?g?Sh CJOJQJhoCJOJQJhBCJOJQJh.`CJOJQJh@R%CJOJQJhChBCJOJQJhCh;CJOJQJ^JhBCJOJQJ^Jh;CJOJQJ^J"hChB5CJ OJQJaJh h;5@CJ OJQJaJh h5@CJ OJQJaJh&hChB5@CJ OJQJaJh#hChB5@CJ OJQJ^J[\^\\N]P] ^ ^F^^^^6_8___P````` x^gd5$ ^`gdBx^`gdB HH^H`gdBx^`gdB^\`\b\\\\L]N]V]`]h]v]x]]]]^ ^^8^@^B^F^J^X^|^^^^^^ĸĬЇ}s}Ї}s}fs\hBCJOJQJhCh;CJOJQJhKZCJOJQJh;CJOJQJhChBCJOJQJheCJOJQJ^JhUh%CJOJQJ^JhNCJOJQJ^Jh.`CJOJQJ^Jh;CJOJQJ^JhChBCJOJQJ^JheCJOJQJh[CJOJQJhCheCJOJQJ^^^^__4_6_>_Z____`N`P`R`T````````` aaĸЫ߫sg[h9`CJOJQJ^JhBCJOJQJ^JhCh5$CJOJQJhBCJOJQJhCh@R%CJOJQJheCJOJQJh@R%CJOJQJhChBCJOJQJh@R%CJOJQJ^JhKZCJOJQJ^JhChBCJOJQJ^JhKZCJOJQJh[CJOJQJhChKZCJOJQJ``````aaaaa a aaLaaab;b*CJOJQJ\^JhBOJQJ hlh05@CJ OJQJaJh hW5@CJ OJQJaJhhChBOJQJ"hChB5CJ OJQJaJh"hChB5CJ OJQJ\^JhChBCJOJQJ^J#hC%XhBCJOJQJ\^JaJhC%XCJOJQJ\^JaJ#hC%Xh*<CJOJQJ\^JaJ+hChB56>*CJOJQJ\]^Jbbbbbbbbbbbbbcc0c>cKcLcqcrcsccccccccĸܸĬĘvi]QhChBCJaJhhChBCJaJhhChBCJOJQJ%jhCh UmHnHsHtHhCh CJOJQJ^J'jh CJU_HmHnHsHtHh5#CJOJQJ^JhSCJOJQJ^Jh CJOJQJ^Jhv\CJOJQJ^JhC%XCJOJQJ^JhZCJOJQJ^JhBCJOJQJ^Jbccsccccccccccccccccccccc ^gdBgdBs^sgdB^gdB C^C`gdB^gd cccccccccccccc^d`dee*e x^`gdB HC<^C`gdB HH^H`^ ^gdB^gdBcccccc*d,dHd\dfddddddeee&e.ekFkRkľĦwhYJhQ$*CJOJQJ\^JaJhjRCJOJQJ\^JaJhNCJOJQJ\^JaJ+hChB56>*CJOJQJ\]^J%hE56>*CJOJQJ\]^J h,CJ hSm*CJ hCJ h3.CJ hfcCJ hECJhChSm*CJhChSm*CJOJQJ^JhCVCJOJQJ^JhECJOJQJ^JhCJOJQJ^J(hhijjjjjjjjjjjjjjjjjjo?oBoCoGoopp(phpjplpnppprpxpzp|p~pppppӺ{ndndWJh h.qCJOJQJh hm1OCJOJQJhblCJOJQJh hblCJOJQJh[CJOJQJh hBCJOJQJhBCJOJQJhBCJOJQJhD6CJOJQJh.qCJOJQJhChBCJOJQJhD6CJOJQJ^JhChBCJOJQJ^JhChB5CJ\hbl5CJ \hD65CJ \oCoDooonppqqqrrr4ssttttx^`gdm1Ox^`gd  & Fgdblx^`gdBx^`gdB ^` H^H`^ppppJqRq`qqqqqqqqqqr"r0r2rDrZrrrrrrrrrrrŸyllblXhm1OCJOJQJh CJOJQJh hm1OCJOJQJhBCJOJQJ^JhChBCJOJQJ^Jh.qCJOJQJ^Jhm1OCJOJQJ^Jh CJOJQJ^Jh ha(CJOJQJhBCJOJQJh h.qCJOJQJh[CJOJQJh hBCJOJQJh hBCJOJQJrrr2s4s8sZs\s^ssssttttttttttttHuuuuu¸Ϛ鍸鍀qbVJVbh(ICJOJQJ^Jh CJOJQJ^JhChBCJOJQJ^JhChBCJOJQJ^Jh hBCJOJQJh hm1OCJOJQJh CJOJQJhh2CJOJQJh(ICJOJQJhm1OCJOJQJhChBCJOJQJh h CJOJQJh(Ih(ICJOJQJh[CJOJQJh(Ih CJOJQJtuuvvvvvvvvvvvvvvvvvw~w & F xxgdSm h<^hgdBx^`gdB ^` H^H`uuvvvvvvvvvvvvvvvvww&wŻ欙s]J8#h h CJOJQJ\^JaJ%hB56>*CJOJQJ\]^J+hChB56>*CJOJQJ\]^J%h&56>*CJOJQJ\]^J%h*l_56>*CJOJQJ\]^J%h 56>*CJOJQJ\]^JhChBCJOJQJ^JhjCJOJQJh*)nCJOJQJh[CJOJQJhjhBCJOJQJhjh(ICJOJQJhjhjCJOJQJ&w|wwwwwwwxxxx x"x/x7x=x\x]x޽{lZJ=J0JhCVCJOJQJ\^JhBCJOJQJ\^JhChBCJOJQJ\^J"hChB5CJOJQJ\^Jhe5CJOJQJ\^JhChBCJOJQJ^JhChB5CJ\hj5CJ \h`v5CJ \hChB5CJ \h 5CJ \#h*l_h CJOJQJ\^JaJhSmCJOJQJ\^JaJ#h h CJOJQJ\^JaJhtCJOJQJ\^JaJ~wwxx^x_xxxxxxxxxxxxxxxxyyy^gd5hgd5h^gdSm^gdB^ & F xxgd*l_]x^x_xxxxxxxxxxxxxxxxx y yгОueYMYAYAhNT7CJOJQJ^JhSmCJOJQJ^JhxCJOJQJ^Jhh20J"CJOJQJ^JaJh5h0J"CJOJQJ^JaJhx0J"CJOJQJ^JaJhehxCJ(jhehFCJOJQJU\^Jh;BCJOJQJ\^JhehxCJOJQJ\^JhehCVCJOJQJ\^JhChBCJOJQJ^JhChB6CJOJQJ^J y yy y!y3y4yTyUyZy_y`ydyuy~yyyyyyyyyyyyyyyzz1z܋sg[h3$CJOJQJ^Jhy )CJOJQJ^JhNCJOJQJ^JhFCJOJQJ^JhNT7CJOJQJ^Jha(CJOJQJ^Jh!X>*CJOJQJ^Jh!XhI>*CJOJQJ^JhehI6CJOJQJ^JheCJOJQJ^Jh!XCJOJQJ^JhxCJOJQJ^JhICJOJQJ^Jyyyzzzzz&{e{{{{{{P|R|||h`hgdBh`hgd[h<^h`gdB ^`gd`v h^h`gdF & F gd!^gd3$^gd5h1z2z3z4zDzTzhzzzzzzzzzzz&{C{d{e{{{{||| |.|2|8|ܵܝܑmm^O^h|25CJ OJQJ\^Jhj5CJ OJQJ\^J"hChB5CJ OJQJ\^J"hChB5CJ OJQJaJhhSCJOJQJ^Jh2yCJOJQJ^Jh!CJOJQJ^Jha(CJOJQJ^JhqhFCJOJQJ^Jh3$CJOJQJ^JhFCJOJQJ^JhL0wCJOJQJ^JhSmCJOJQJ^J8|:|B|D|N|P|R|\|f|t|||||||||||}8}:}yj[OChBCJOJQJ^Jh|2CJOJQJ^Jh[hjCJOJQJ^Jh[hBCJOJQJ^JhL0wCJOJQJ^Jh[CJOJQJ^Jhy )CJOJQJ^JhCJOJQJ^JhUTCJOJQJ^JhjCJOJQJ^JhChBCJOJQJ^J"hChB5CJOJQJ\^Jhj5CJ OJQJ\^Jh|25CJ OJQJ\^J|:}^}}}~~~tv xx^gd^gdL0w & FgdL0w< & Fgd s  & FgdE[ ^`gd3]h`hgd[hhxx^h`hgd3]:}<}>}\}^}`}b}}}}}}}}}}~~~~~~~~~~ʻʬvgXXLhblCJOJQJ^JhChBCJOJQJ^JhCh[CJOJQJ^JhUTCJOJQJ^Jh[hUTCJOJQJ^JhBCJOJQJ^Jh[hBCJOJQJ^JhChjCJOJQJ^Jh[h[CJOJQJ^Jh[hjCJOJQJ^Jh57CJOJQJ^Jh3]CJOJQJ^Jh[h57CJOJQJ^J~~~2Jjz 02@BHJL\^jlĬsddUUha(hf0CJOJQJ^Jha(hWCJOJQJ^Jha(hE[CJOJQJ^Jha(hxCJOJQJ^Jh3]CJOJQJ^Jha(hCJOJQJ^JhL0wCJOJQJ^JhxCJOJQJ^Jh s CJOJQJ^JhSCJOJQJ^Jh57CJOJQJ^JhWCJOJQJ^JhCJOJQJ^J!lrtvz024~~~~~r\+hChB56>*CJOJQJ\]^Jh/CJOJQJ^Jh[h"CJOJQJ^Jh3]CJOJQJ^Jh[hL0wCJOJQJ^Jh"CJOJQJ^JhL0wCJOJQJ^JhChL0wCJOJQJ^J%ha(hB6CJOJQJ\]^Jha(h s CJOJQJ^Jha(hf0CJOJQJ^J0܂(^gdS HP^gdB h<^hgd  & F xxgd3] h<^hgdB< xx^gdڂ܂|ރð젓xiZK<-he5CJOJQJ\^JhChBCJOJQJ^JhblhBCJOJQJ^Jh8G5CJ OJQJ\^Jhf05CJ OJQJ\^J"hChB5CJ OJQJ\^Jh h CJheCJOJQJ\^Jh h CJOJQJ\^J%h&56>*CJOJQJ\]^J%h 56>*CJOJQJ\]^J+hChB56>*CJOJQJ\]^J%hB56>*CJOJQJ\]^J8=>?J_`ʄ˄քׄڄĸĬӝym^mRFRFRӅhsCJOJQJ^JhL0wCJOJQJ^JhCh:-CJOJQJ^Jh^yCJOJQJ^JhCJOJQJ^Jh:-CJOJQJ^JhSCJOJQJ^JhChSCJOJQJ^Jh ;CJOJQJ^Jh`vCJOJQJ^JhChBCJOJQJ^Jhl.CJOJQJ^JhChl.CJOJQJ^J"hChB5CJOJQJ\^J $%467wxyz{ʅԅ "#$%&иܩܩ蝩ܩuh ;CJOJQJ^Jhl.h*ZCJOJQJ^Jh*Z>*CJOJQJ^Jh*ZCJOJQJ^JhChGmCJOJQJ^Jh:-CJOJQJ^JhnCJOJQJ^JhsCJOJQJ^JhGmCJOJQJ^JhCJOJQJ^JhNT7CJOJQJ^J+67z{%&\]І҆ B^gdSgd*CJOJQJ^Jhsgh2>*CJOJQJ^Jhsgh*Z>*CJOJQJ^JhsghGm>*CJOJQJ^Jhsghe>*CJOJQJ^JhlCJOJQJ^Jhsghl.CJOJQJ^Jhsgh ;CJOJQJ^JhChSCJOJQJ^Jh:-CJOJQJ^Jh ;CJOJQJ^JhGmCJOJQJ^Jh2CJOJQJ^Jh^yCJOJQJ^JˆφІ҆ކ߆ ˻˻ufZh*CJOJQJ^Jhsgh2CJOJQJ^JhlCJOJQJ^Jhsghl.CJOJQJ^Jhsgh ;CJOJQJ^Jhf0h ;>*CJOJQJ^Jh2>*CJOJQJ^Jh*Z>*CJOJQJ^JhGm>*CJOJQJ^Jhsg>*CJOJQJ^J!'(*>AŇ!,-F~õzjZjZJZh,hD6CJOJQJ^Jh,h*CJOJQJ\]^J%h&56>*CJOJQJ\]^J%h 56>*CJOJQJ\]^JhJqhJqCJOJQJ^JhJqCJOJQJ^JhJqhBCJOJQJ^JhCJOJQJ^JhxCJOJQJ^Jhq"CJOJQJ^Jh| CJOJQJ^JhfCJOJQJ^J"ɍ_` H^H`gd6 H^H`gdB  ^` gdB & Fgd D8 & F<gd D8 h<^hgdBxgdJqȍ ^_`kño`oQE9-h6CJOJQJ^Jh;zCJOJQJ^JhBCJOJQJ^JhChBCJOJQJ^Jh D85CJOJQJ\^J"hChB5CJOJQJ\^J"hChB5CJOJQJ\^Jh!5CJ OJQJ\^Jh;z5CJ OJQJ\^J"hChB5CJ OJQJ\^Jh`vCJOJQJ^Jh*OJQJhhy )6CJOJQJaJh"hy )h576CJOJQJaJhha(6CJOJQJaJh"hy )h 6CJOJQJaJh"hy )h9K6CJOJQJaJhhHh9KCJOJQJaJhhHh D8CJOJQJaJhhHh CJOJQJaJh!#;<=rvwyz{͓Γߓ %:AHKWt;vjhmrrCJOJQJ^Jh&CJOJQJ^JhCJOJQJ^Jh;@CJOJQJ^JhTCJOJQJ^Jhd1CJOJQJ^Jh CJOJQJ^JhCh CJOJQJ^J"hCh 5CJOJQJ\^Jh 5CJ OJQJ\^J"hCh 5CJ OJQJ\^J)ӓ )*s8i Hxx^Hgdf & F xxgd Hxx^Hgd  & F xxgdmrr & F xgd9s^sgd & F xxgd9̔%()*FGQRWXrs8O̖ĸĸĬĠĔāuiVGhfh CJOJQJ^J%hfh 56>*CJOJQJ^Jh&CJOJQJ^JhfCJOJQJ^J%h 56>*CJOJQJ\]^JhCJOJQJ^Jh9CJOJQJ^JhdCJOJQJ^JhTCJOJQJ^JhCJOJQJ^Jh CJOJQJ^Jh&CJOJQJ^JhmrrCJOJQJ^Jh;@CJOJQJ^J LNؗٗ8 H^H`gd H^H`gd x^gdd1 8xx^8gd & F xx^gd hxx^hgd Hxx^Hgdf̖͖іۖ LMNOflnחؗٗIJsaRF:h CJOJQJ^Jh CJOJQJ^JhCh CJOJQJ^J"hCh 5CJOJQJ\^Jh D85CJOJQJ\^Jh 5CJOJQJ\^J"hCh 5CJOJQJ\^Jh 5CJ OJQJ\^J"hCh 5CJ OJQJ\^Jh 5CJ OJQJ\^JhCh CJOJQJ^Jhfh CJOJQJ^Jhfh;@CJOJQJ^Jٗ6789JKQXYdwzm`SFShTCJOJQJ\^JhGCJOJQJ\^JhCJOJQJ\^Jh CJOJQJ\^JhCh CJOJQJ^J-jhT5CJ OJQJUaJmHnHuhB:CJOJQJ^JhCJOJQJ^Jh CJOJQJ^Jh;@CJOJQJ^JhGCJOJQJ^JhtvrCJOJQJ^JhTCJOJQJ^JhxCJOJQJ^JϘ =*,-.ef H^H`gd\h^hgdT ^`gd n H^H`gd ǘ̘͘ϘИۘ  %)-1:<=AEJU˾˾˱˱ˤ؇wgh nhxCJOJQJ\^Jh nh nCJOJQJ\^Jh nhCCJOJQJ\^JhCCJOJQJ\^Jhrc(CJOJQJ\^JhFeCJOJQJ\^JhGCJOJQJ\^Jh nCJOJQJ\^Jhy )CJOJQJ\^JhmCCJOJQJ\^JhxCJOJQJ\^J#UVWajk{řΙљϿߒvivi\iO\i\h G]CJOJQJ\^Jh9CJOJQJ\^JhxCJOJQJ\^JhCCJOJQJ\^Jh n5CJOJQJ\^Jh nCJOJQJ\^Jh nhy )CJOJQJ\^Jh nh9CJOJQJ\^Jh nhxCJOJQJ\^Jh nhCCJOJQJ\^Jh nhB:CJOJQJ\^Jh nhFeCJOJQJ\^J'()*+,.57?Kcdefilpt֚ך˾層夗嗱رvdUC"hMVh \J5CJ OJQJ\^Jh@5CJ OJQJ\^J"hMVhpR5CJ OJQJ\^J"hMVhg{5CJ OJQJ\^Jh:5CJ OJQJaJhh8CJOJQJ\^Jhd1CJOJQJ\^Jh\CJOJQJ\^JhB:CJOJQJ\^Jhy )CJOJQJ\^Jh9CJOJQJ\^JhxCJOJQJ\^Jjhy!UmHnHuךؚ"#$%TU-./hi ^`gdUi!h[$\$^hgdUi!h[$\$^hgdSn H^H`gdMV ^`gdpRךؚ  !"#%RST˼˫|n_MVXjԄ؄Zprtڅ F|~&(*<>@X`٦٦ٗ|pdh D8CJOJQJ^JhMMCJOJQJ^Jh=ECJOJQJ^JhCh ,CJOJQJ^JhChhqCJOJQJ^Jh ,CJOJQJ^JhCh|]CJOJQJ^JhhqCJOJQJ^Jh)/CJOJQJ^JhCJOJQJ^JhCJOJQJ^Jh|]CJOJQJ^JU'~&ʇ6Ԉ:ډ ?t & F xxgd=E h<^hgd x^`gdEf x^gdhqx^`gd=EHx^H`gd)/`dfćƇȇʇ̇·68:\|Ԉֈ؈:<>sgsh&CJOJQJ^Jh CJOJQJ^Jh;@CJOJQJ^Jh[h;@CJOJQJ^Jh0CJOJQJ^Jh ,CJOJQJ^JhCh ,CJOJQJ^Jh=ECJOJQJ^JhCh/!CJOJQJ^JhCJOJQJ^JhMMCJOJQJ^Jh/!CJOJQJ^J$؉ډ?@Q[]_stuǻvdUA-&hMMh 5CJOJQJ\^JaJ&hMMh5CJOJQJ\^JaJhHun5CJOJQJ\^J"hChEf5CJOJQJ\^J"hChEf5CJ OJQJ\^JhEf5CJ OJQJ\^J"hChEf5CJ OJQJaJh"hCh 5CJ OJQJ\^Jh'WCJOJQJ^Jhrc(h CJOJQJ^J%h 56>*CJOJQJ\]^J+hCh 56>*CJOJQJ\]^J ˊ̊#$BCRSTU`h{ŋƋ΋ԋ܋̺ucucuQuQuQuQuc#hMMh=CJOJQJ\^JaJ#hMMh'CJOJQJ\^JaJ#hMMh7DuCJOJQJ\^JaJh {CJOJQJ\^JaJ#hMMh72cCJOJQJ\^JaJ#hMMhCJOJQJ\^JaJ#hMMhCJOJQJ\^JaJ#hMMhpOCJOJQJ\^JaJ hMMhu+gCJOJQJ^JaJ hMMh CJOJQJ^JaJtˊ̊TU?@()NOɍʍzk & F xxgdMMh^hgdt_ & FxxgdMMh^hgdMMh^hgd7Du ^`gd7Duh^hgd { H^H`gd h^h`gdHun܋$&'(<EJRopqrɷrrrrcrQ#hMMhu+gCJOJQJ^JaJhh {CJOJQJ^JaJh#hMMhCJOJQJ^JaJh#hMMh=CJOJQJ^JaJhhMMCJOJQJ^JaJh#hMMh7DuCJOJQJ^JaJh#hMMh7DuCJOJQJ\^JaJ#hMMh'CJOJQJ\^JaJ#hMMhCJOJQJ\^JaJ#hMMh72cCJOJQJ\^JaJ&'.MNOZ[_`nqrǍɍ ./xzԎَDHijkyzɷ۷ɓۓɁۓoہۓo#hMMhCJOJQJ^JaJh#hMMh*lCJOJQJ^JaJh#hMMht_CJOJQJ^JaJh#hMMh CJOJQJ^JaJh#hMMhu+gCJOJQJ^JaJh#hMMh2 CJOJQJ^JaJh#hMMhCJOJQJ^JaJh#hMMhXYCJOJQJ^JaJh+z}֏ڏߏ)+,sِɷɷɷɥqcO&h1Bh`v5CJOJQJ\^JaJh hEfOJQJ^Jh%hhEf56CJ OJQJ\^J"hhEf5CJ OJQJ\^JhHun5CJ OJQJ\^J#hHunh CJOJQJ\^JaJ#hMMht_CJOJQJ^JaJh#hMMhHunCJOJQJ^JaJh#hMMh CJOJQJ^JaJh#hMMh*lCJOJQJ^JaJhk,uP./`a ^ gd  & F ^gd h^hgdt_ & F xx^gdMMh^hgd  & F xxgdMMOP./_#'+,.5AJ۷۷ۈۥvdۥۥۥRdv#h1Bh CJOJQJ^JaJh#h1Bhb8#CJOJQJ^JaJh#h1Bh8CJOJQJ^JaJhh1BhEfCJ\aJhhCJOJQJ^JaJh#h1Bh1BCJOJQJ^JaJh#h1Bh= CJOJQJ^JaJh#h1BhpOCJOJQJ^JaJh#h1BhEfCJOJQJ^JaJh#h1Bh`vCJOJQJ^JaJh -.atu-. 88dh^8`gdEf yB]BgdEf 2 *$]^gdEf^gdEf$gdEfh^hgd  & F ^gd  ^ gd  & F ^gdJabtuȔӔ0Q-23rsy`PPPP:+hChEf56B*CJPOJQJ^JphhChEf>*CJOJQJ^J0jhChEfCJOJQJU^JmHnHu=jhChEfCJOJQJU^J_HaJmHnHsHtHhEfCJOJQJ^JhEf6CJOJQJ^JhChEfCJOJQJ^JhChEfB*CJph"hChEf5CJ OJQJ\^Jh hEfOJQJ^Jh#h1BhEfCJOJQJ^JaJh./234rs4  v*$] ^v  *$] ^  *$] ^ *$gdEf $^a$gdEf$a$gdEfgdEf 88dh^8`gdEf dh^gdEf345ʙ˙@AVWúú|sj`WWKBhChBCJhChBCJaJhh hBCJh h CJ]h 6CJ]h+6CJ] hBCJ h CJhChB5CJOJQJ\)hChB5CJOJQJ\^JaJhhChBCJOJQJhChBCJhChB5CJOJQJ\ hChB hChEf'hChEf56B*OJQJ^JphhChEfOJQJ45|n@AWX M$xa$$xa$$a$ !h@ ]  $ v] ^va$  x*$] ^` & F  x1$] ^gdeA  *$] ^WXMNu~Ϟ؞ٞڞ$%&EOijklmq|}~n~~~~~hChB>*CJOJQJaJhChB>*CJOJQJaJ"hChB5CJOJQJ\aJhChBCJOJQJaJ" j(hChBCJOJQJaJhChB6CJOJQJhChB5CJOJQJaJhChBOJQJhChBCJhChBCJOJQJ(Mٞ%Omoqlm  ] ^  ] ^  h@^ ^"dh]^ "dh]^  !"x]^  !"]^lpqƢȢ.:rѴѴѣѣѣётp^O="hChB5CJ(OJQJ\^JhChBCJOJQJ^J"hChB5CJOJQJ\^J"hChB5CJOJQJ\^JhChBCJOJQJ^J"hChB5CJOJQJ\^J hsXhBCJOJQJ^JaJ h^`hBCJOJQJ^JaJh^`CJOJQJ^JhChBCJOJQJ^J hChBhChBOJQJ^JhChB5CJ \ѠҠXZƢȢ468:PRpr^$ ] a$  ] ^  ] ^ KLMQRVWXde}~ʸviiv\OBO2h$`hw25OJQJ\^Jh25OJQJ\^Jhw25OJQJ\^Jh05OJQJ\^JhsX5OJQJ\^Jh$`hku5OJQJ\^Jh$`h05OJQJ\^J h$`5CJ OJQJ\^JaJ h5CJ OJQJ\^JaJ "hChB5CJ$OJQJ\^J"hChB5CJ(OJQJ\^J"h=56CJ(OJQJ\]^J"h+56CJ(OJQJ\]^J (X~ؤ)op̥ͥ8^8gdku & F gd ^gd$` & F gdQ$* & F gdkugd]O8^8gd]O & F gd0 & F @ ^gdeA~פؤ()*1289:ABFGNmʺobUHUbHbHbHhsX5OJQJ\^Jh {5OJQJ\^JhQ$*5OJQJ\^J h]O5CJ OJQJ\^JaJ h$`hku5OJQJ\^Jh$`hw25OJQJ\^Jhw25OJQJ\^Jh05OJQJ\^Jh$`h05OJQJ\^J hB5CJ OJQJ\^JaJ h5CJ OJQJ\^JaJ &hh]O5CJ OJQJ\^JaJ mnop˥̥ͥ  FGMOQYZпЯ~qdSB5q5h'bL5OJQJ\^J hb8#5CJ OJQJ\^JaJ hw25CJ OJQJ\^JaJ h$`5OJQJ\^JhWA5OJQJ\^Jh$`h]O5OJQJ\^J hku5CJ OJQJ\^JaJ h$`hC%X5OJQJ\^Jh$`h$`5OJQJ\^J h5CJ OJQJ\^JaJ h$`hku5OJQJ\^JhQ$*h]O5OJQJ\^JhQ$*hQ$*5OJQJ\^J FGQ  ?qrst8^8gd`gd]O ^gd'bL^gd'bL8^8gd]O & F gd'bL & F @ ^gdeA^gd$` & F gd$`  =?pqrstwxz{}~Ŵ֤ևxhVNJNJNJNJh iljh ilU"hChB5CJ OJQJ\^JhCh5CJ OJQJ\h5CJ OJQJ\^Jh'bLh'bL5OJQJ\^JhWA5OJQJ\^Jh'bLh]O5OJQJ\^J h5CJ OJQJ\^JaJ h]O5CJ OJQJ\^JaJ h'bL5OJQJ\^Jh {5OJQJ\^Jh$`h'bL5OJQJ\^Jtvwyz|}ʧ˧̧$a$gd$a$gdGC $ !a$gdx$a$&`#$X^Xgd ^`ʧ˧̧  ,-륕teSDteDeSh[CJOJQJ]^JaJ#hSh:X~CJOJQJ]^JaJh:X~CJOJQJ]^JaJh CJOJQJ]^JaJ#hSh CJOJQJ]^JaJhSh >*OJQJ]^Jh il,hlh 56@CJ OJQJ\]^J,h6i_h 56@CJ OJQJ\]^J&h 56@CJ OJQJ\]^Jh  h 0Jjh 0JU/Kd}ɨ-GHIJܩݩX$a$gdP&gdGC$a$gd-FGHIJY[efܩ"#&')*Xʵ}o}cZcZcZcZcJh4;h >*OJQJ\^Jh[6OJQJh-4(h 6OJQJh-4(h-4(OJQJ\^Jh-4(h OJQJ\^Jh[OJQJh-4(h$aKOJQJhkOJQJh-4(h OJQJh )hSh 6>*CJOJQJ]^JaJ&hSh >*CJOJQJ]^JaJ#hSh CJOJQJ]^JaJh0>CJOJQJ]^JaJߪ,-/AVnoԫիǸ讟pdTHpdh$aKCJOJQJ^JhAh$aK5CJOJQJ^JhUiCJOJQJ^JhAhUi5CJOJQJ^JhAh 5CJOJQJ^JhqhqCJOJQJ^Jhqh CJOJQJ^Jh h 5aJhhKh CJOJQJ^Jh CJOJQJ]^JaJ#h 5CJOJQJ\]^JaJh  h4;h h4;>*OJQJ\^J./UVnӫԫ78|}gd Fgd']^`gdBhx^h`gd.. h^h`gdq $<a$gdB78|}68STέϭխ=?@DI_ξzm`Ph FhS5CJOJQJ^JhF5CJOJQJ^Jh F5CJOJQJ^JheCJOJQJ\^Jh0>CJOJQJ\^Jh FCJOJQJ\^Jh Fh CJOJQJ\^Jh;BCJOJQJ\^Jh FhqCJOJQJ\^Jh CJOJQJ\^J"h Fh 5CJOJQJ\^Jh hqh CJOJQJ^JϬЬ  UV<=?@`ayzʮݮ & F gdF h^h`gd FgdBgd F_`axzBSYknsǻo]OA]h57CJOJQJ^JaJh FCJOJQJ^JaJ#hHh F>*CJOJQJ^JaJ#hHh >*CJOJQJ^JaJhHh CJOJQJ^Jh h2[h CJOJQJ^JhFCJOJQJ^JhNT7CJOJQJ^JhSCJOJQJ^Jh FCJOJQJ^Jhqh FCJOJQJ^Jh Fh F5CJOJQJ^Jh 5CJOJQJ^JB+x"cȱɱʱgd6$h^h`a$gd6 C^C`gdx C^C`gdS & F gdFsDZȱɱʱױٱβΖ΅xteVG5#hxh F>*CJOJQJ^JaJhqh FCJOJQJ^Jh F>*CJOJQJ^JaJhFe>*CJOJQJ^JaJh h h OJQJ^J h h CJOJQJ^JaJh(CJOJQJ^JaJh D8CJOJQJ^JaJhHCJOJQJ^JaJh9KCJOJQJ^JaJh CJOJQJ^JaJ h9Kh CJOJQJ^JaJ#hHh57>*CJOJQJ^JaJʱرٱ9^WXn5bx h^h`gd\h^hgdd1 H^H`gd h^h`gd9$h^h`a$gd9gdxgd F$a$gdx$a$gdT =>AEUVWXmnoryȻq_Rhd1CJOJQJ\^J"hy!hy )>*CJOJQJ\^JhTha(CJOJQJ\^JhThy )CJOJQJ\^JhThy!CJOJQJ\^JhTCJOJQJ\^Jhy )CJOJQJ\^Jh9CJOJQJ\^Jh h D8CJOJQJ^JaJU hxhxCJOJQJ^JaJ#hxhx>*CJOJQJ^JaJdits, Payment Terms, Restocking, Late Fees, Back Orders, Policy Changes, Missed Appointments, Receipt Issues, Warranty, Maintenance, Shipping Fees Script Examples Customer says: This is Kathy from Acme. I need to ship back one of the items we purchased last week. My boss ordered an extra by mistake. Can you waive your restocking fee? Representative says: Hi Kathy, Im happy to help you with this return. Our shipping instructions are on the back of your packing slip. I apologize, were not able to waive the 10% restocking fee it covers expenses. Alternate response for a demanding customer. Representative says: Kathy, we appreciate your business and dont want you unhappy. Let me research our options and Ill call you back. y "'(2345bxyz߯tgWGWGWGWghTh\CJOJQJ\^JhTh8CJOJQJ\^Jhd1CJOJQJ\^Jh\CJOJQJ\^Jh8CJOJQJ\^Jhy )>*CJOJQJ\^J"h9hy )>*CJOJQJ\^Jh _hd1CJOJQJ\^JhTha(CJOJQJ\^JhTh:CJOJQJ\^JhThy )CJOJQJ\^JhThECJOJQJ\^Jµ"hChB5CJ OJQJ\^Jh ilh  h9h\h\CJOJQJ\^JhTh\CJOJQJ\^Jhd1CJOJQJ\^JhTha(CJOJQJ\^JhTh8CJOJQJ\^J xX^Xgd h^h`gd\h^hgd _6&P1h:plh0/ =!"#$% 6&P1h:p / =!8"8#$h% 9 0&P1h:plh0/ =!8"8#$% 9 0&P1h:plh0/ =!8"8#$% 9 0&P1h:plh0/ =!8"8#$% 9 0&P1h:plh0/ =!8"8#$% n2E6h[92,Bew7PNG  IHDR^pa$PLTE!֧ڋ5Ěi755J9yvvGEDZWWiff"!!bxӞa{6Gա@{}}OLLpmm_\\瘵Ö0㰮b@>=4/..SQPc`_K0bKGDH cmPPJCmp0712HsIDATx^] ;x !6w;Ļ~dBKjOUIB|.gu]KjT*.cXjxGQ᥷V5*0,^x6ˮԏPKx>2liOr[i7GvA{Tf7[C=j羥hܿ a7t T1v8T?E~s o~ր͗Lm2üDZ9DB7d#|gh5D[K&)ncwnW+NΞi?We.3٘+Dc|Og5IL~&Їw|y}xf&9s *`mPe說,JEO75qA{B5^W_X9E;}x҇3^WMǖq xipwW vg2S\'k/q9} ~wr/Soޗ:&Ɨi:.'{ 9H?~Mߏ߲埿Lx5NCs] +°  Q!*mǗ믣l.2+}5-u{.B@[#7&>Mסyĝ^M!3 ޢ^k]pf fDPS Z˕0RA6khv= g2x|@ؒCRƪd% PaứRFЌm?f3*̒'sܢޅSR 2mxͲޓhY va"T*KejAt}vIY5zL;?iifXdi? p7{!s{1MxFeM]LK}d `V/ ޮwC0Ө@Ȳ6Zzm2Q:WNh@lj wz͋:ֶb^1o]yZ,}9HEܒn%zzsSl+4ZMXUEb›m|2]0;i|b)0_W«/Rȋ}]8CtcS,[6 21𶡍$Ou'SJzjj׶ &a(_wCb\{؛tBKa9: )ޫ}4+3(m $ݐ{פ<x+unlt} : xoid`T6̂WVRC> fMU)^x>mYsFxfˀ/ػ6wZp%,&OX{Q_'7V\D#ަNm"5&_SރS^]bA>zs#eѶR:jrVLz07i粸Ux! WCI~S#x#QG OsÁ g` ?e!mt=E~er['֊/rx}E2/sx!LÛ r=CZ߅= s$u nX"k&X>x^1VY Zȯ_kɘM/N(WY $kG[N+jJ E2\ݴ6-9.o4x4{7n0TYmʱ6NtK%=f7{X3slBH0A!٣^rNBe_; /祿~̭l;1w > / ݖa*AQ($cX夾u騫QHq ukRu X6n8zk X߽2m2h1toZٍg#HƠ/nel#bϗq/=G(CamT | |7q]57ῇ_ѐ~M~ft׌e)~@M܀w+~P5xm{JiZ$)Ez 4_0g6V)" 8*vvɏvd B,u/6/ɲ!xGW\`䳇_L&\7~I@lVˬn{[F*q}zSDJuIO$}O^qYoO̦::ISD zzע~k|'Ia'c{_0ק^2ΎI.5Oۊ*xǑ s4ᚘoi.I@t7)y&ϵ8[Mהl4:\T_^M_ܕ e٢Z<|HX.u9]QbP֭h{Lkx'aLInMeNu=_CW, rRI)!MM䥀YHT I \vc]$YDIb-c-P;/[qp?韚zPwNU^ T.[tJgB-eqiT_9{|}(}҆9m=/H{~] cR{i9wdN uWV:2*R-qLK)XUNL@NTX1zrTqZ0ُ@cF|G ۼPg)ke/WBS !.;waߏ [_paW%& 't *+5 >׃^Ha,ޖ]׶8ڮɽ_"QVs]t:hc bo;oQwB6؃{>)=މ]Wa/9s⑗Dp 3ln q$U8Bޖ}tN^1&z8Ir>gIҲR"މep>6}'S|ō$(&բ<։YicөGy81-ʋi^&f=O:A}φӷuan^_NNw7^OAFK唿#x%ŔnNfļ>tW,4*:Dc4Ɇ 3痉jxNC)Ki E{(^*;SElloP97q ^%/^|  3B'ܟ۽:9 r$J<mx7S}3+ԫRg:I6NRmգq"?+vd&,d@/dOs#!7I_KݬV4NS/UUp0EJ SwJpx <4<K4弘gGF_^,bWizi̜&H;[w^Qg+Y=/8" OƤzz[S^ր ,̒F=+Vž{Kru9,1vvK@~ޫ2rOmX7$vbfbSNm+a_\8*IEX|IBTWڙ*]$cM$%;Z/h0cJ(8jngvouNaSR Gr4uHj^' B vP~ ]tdޭc5mP:(3rx= :n![s0SQ5ȏpzb  "0%ilE"UQqu<4w>`ջAf (y^Y̪>Q;Xb;kbTqra59{'j+>޻{zާN>6A>6A>6fesl7W9OXm3p7*L9a#NeCgڰ;k6DUAh\,8AkKXٸ놻h } kNmu>>-woBjIu5q?pjϪfgxǪU~;4͡alzh+cEW}Aq$|B;$ͫҭ4iCӒe$];ߡ .'EoxKyp@; %c0ogtq8f%W]ne5z<Wr^aA{FM}wS4ѩZ=[Y&f%~t`* 9:! zDERVhRCVP"PMJ@UmAg~K\QGZB2"Q/9~V9kV0gle3{囫@ǻ 9Kj:+ FF`Ĝ!Sveu DtK@ByIW% :S>hw fn!X B]e.IQR㮶ESso!P &[&4)W,7 [a t|" dP\e&վV5sPjbdYA5D˰Q˩j80CAJH5r`-:)*P/D)*YqpYr\G fUGگ0 >7瓿^(xbE %6E@`Hjtpx`2+x[ 6Sfhx}PRX`< mL^~kw74d̷^#auJŞDl}AN44H'H٩/^%'k4][b>Xj5Q9/PńLgJMf ^|)b}fr.QӼB7ORk|Ġ-]Ëbޖms4A鈕3Gu 1Ąw.o—w^VϮ?D8uvX,L`JIKHNEtFUGΌ]SoÌE "A I"T J^T C1 /T_v> ^?‚X+eV˦^?b7"N5t`_+IxKfrSճw8~͌$j]̔7ċ [- !&s}G CR*vYEzM 2gOSD$iUf`G/k @L0*^J$B!7 [0C*Po ,Lwfjr# >0.Ë&`=[0dGmsQ"$wL_(JFQ//7VH7vKFCs'vf1fSY|4 Fထc^F+ahHAC 8475"X;B"95>@jDqeK6!Sz]8d7Gm@ '8C>2 axvÄ=@Ӡ-!ݱ'⽱71:%L+%7 ITކRIh.[Ey$& y/$V1%oqiiӒԫ_6VN,\hhx_vU9ֆ$ ޠhu9}\6E\xd@8; H}T ӿHFsKh{y@,LA>}BǺ=ȆQ <1;d b (ۄo^ hBErt!x% 3tGš(@K4/M8`(R>\xP}U^Kr[#αFOh|Ѭe>I?qCȫWh7cv)<} 1Yu%M { 3 mP#!GyO C,cg)i/ ":| ~sP #xI:m,(KnaKzSLW"[>GMڗ=#`fh^U|^(UZh̒}px5K#>Nzx uuգ#WPtlP71v2"3~%6;jX?90Gi3熤\{*KVHTq&R+&hKG=DseT'R]B/Wt+%6W!Fq⌚bN^{^X@u͉I,s84n ,d2{,"Z@W1#b4".]exj < ЏUZ변IENDB`F];gƙVoUE4JFIFHHPhotoshop 3.08BIMxHH(FG(HH(d'h8BIMHH8BIM x8BIM8BIM 8BIM' 8BIMH/fflff/ff2Z5-8BIMp8BIM@@8BIM8BIM pPcJFIFHH&File written by Adobe Photoshop 5.0Adobed            p"?   3!1AQa"q2B#$Rb34rC%Scs5&DTdE£t6UeuF'Vfv7GWgw5!1AQaq"2B#R3$brCScs4%&5DTdEU6teuFVfv'7GWgw ? IǼzFy ӳ:Dͱ\Y`ccl6iw8Z!E|_g1 Ko,-a'륏4:n>.L~ז]sm-iG?v]ܻq vG,-7lާV(79 ]?ϲ״ok^_K0Ku.號nec]w{wٯ_1~ùֱ4|?=Wunsv_ն n\{I[[mO FԘ:̞!{jsC22==l_̻g[XS?3ڔVN[swl.;{_Smͻ-On?A/ E,H׀~AdmFCIfry > i Mǎ{}'0]s_ۨvt& AY {5o:uDe{fܬLT \2521~8BIM XICC_PROFILE HLinomntrRGB XYZ  1acspMSFTIEC sRGB-HP cprtP3desclwtptbkptrXYZgXYZ,bXYZ@dmndTpdmddvuedLview$lumimeas $tech0 rTRC< gTRC< bTRC< textCopyright (c) 1998 Hewlett-Packard CompanydescsRGB IEC61966-2.1sRGB IEC61966-2.1XYZ QXYZ XYZ o8XYZ bXYZ $descIEC http://www.iec.chIEC http://www.iec.chdesc.IEC 61966-2.1 Default RGB colour space - sRGB.IEC 61966-2.1 Default RGB colour space - sRGBdesc,Reference Viewing Condition in IEC61966-2.1,Reference Viewing Condition in IEC61966-2.1view_. \XYZ L VPWmeassig CRT curv #(-27;@EJOTY^chmrw| %+28>ELRY`gnu| &/8AKT]gqz !-8COZfr~ -;HUcq~ +:IXgw'7HYj{+=Oat 2FZn  % : O d y  ' = T j " 9 Q i  * C \ u & @ Z t .Id %A^z &Ca~1Om&Ed#Cc'Ij4Vx&IlAe@e Ek*Qw;c*R{Gp@j>i  A l !!H!u!!!"'"U"""# #8#f###$$M$|$$% %8%h%%%&'&W&&&''I'z''( (?(q(())8)k))**5*h**++6+i++,,9,n,,- -A-v--..L.../$/Z///050l0011J1112*2c223 3F3334+4e4455M555676r667$7`7788P8899B999:6:t::;-;k;;<' >`>>?!?a??@#@d@@A)AjAAB0BrBBC:C}CDDGDDEEUEEF"FgFFG5G{GHHKHHIIcIIJ7J}JK KSKKL*LrLMMJMMN%NnNOOIOOP'PqPQQPQQR1R|RSS_SSTBTTU(UuUVV\VVWDWWX/X}XYYiYZZVZZ[E[[\5\\]']x]^^l^__a_``W``aOaabIbbcCccd@dde=eef=ffg=ggh?hhiCiijHjjkOkklWlmm`mnnknooxop+ppq:qqrKrss]sttptu(uuv>vvwVwxxnxy*yyzFz{{c{|!||}A}~~b~#G k͂0WGrׇ;iΉ3dʋ0cʍ1fΏ6n֑?zM _ɖ4 uL$h՛BdҞ@iءG&vVǥ8nRĩ7u\ЭD-u`ֲK³8%yhYѹJº;.! zpg_XQKFAǿ=ȼ:ɹ8ʷ6˶5̵5͵6ζ7ϸ9к<Ѿ?DINU\dlvۀ܊ݖޢ)߯6DScs 2F[p(@Xr4Pm8Ww)Km&File written by Adobe Photoshop 5.0Adobed@      51  s!1AQa"q2B#R3b$r%C4Scs5D'6Tdt& EFVU(eufv7GWgw8HXhx)9IYiy*:JZjzm!1AQa"q2#BRbr3$4CS%cs5DT &6E'dtU7()󄔤euFVfvGWgw8HXhx9IYiy*:JZjz ?jk5M5t[؊I=:U631XėÇ Aɗ9 |H#/gFT> R@?ge];éȲQ X&x`H1n!kޜomU(,ƀnIA104*I#,'@][+A rFdY;v*y"@ަ}q~GOX/?B)\8O%2r. Ղh6 >Kp%VWaoqf1H$4CKFdY;v*Uy[.w/5h5rT$hice41 %0>b2~9zdϏ?νNiVv]w[S,ZkNwu= M?ϟˍB='a0. &ӵp##I2S,Fl~=7?}cÏHs"QWߛltt_3~X8)2o#>y x=ߍYw-mzqYyH{`>[?RwrG6N\vZX{5?3/Қ~|Ft=N7t95$L* =~~h5:p$oИğ0;ySV[ϗ/Ũ&m㶎I@4Q^D Jϓ-qʻͽ>A #dD{-Fa9yga `ӣy@*$[ZYYĜvIKOߤ ygtvh#󔌏y/dhİ r 5 ؐCq>Gw=&]ԧץiz,.x :NfYm:r|Nϲt$Lf#pzKutd_eg;Wп懖Y :yJZԧ .,$$??@jˎ?tIѰpA+>`l<8Am!<ǹlOi@nf2˯1،~,Yhv~A~[y{VecAh5O/7T[ qZVb3Qy8I;+9usKh@'T1DEqpT눒E1?(-/,oĞ.J^ .Dʣ؈^ڶHobϾTh`c}k7$9QDܓ^iZ~y#1עhGMjp1Ft%* Q|ePđ<:~efGhWϕb򾇧zoiҐ# PPX zf.|FGޛGhaq&ȈP2v*#^Wk.7*?[O#΁8Teo@9Oe&>vdOß be|<_v~LfN`8ߘy[.ks\%o,KBlnfa?b1KQ1b$uۣVLڬ]f 3!4='""%#W f~V~\[i}K9kĹ $ʯ$ߴ33w9u̸~󷻻ðq;}s^wcawKy jz[K9$):-Dcm8W)##̏;}s)ŧeFsf' W Kb]\/M|~#HVq`g/7w_ p᪦1T.A4:&_Vp3EarUY92FG2k~%ԪxG N`%@֨%c;6<-.o>#^\0t-Z+M*uj!x&Tz7Vm3Yq9Hv=w]×B1-L#*GMN,V~Vi:5] }V7(C7@zY &d7$~5:S qFRF0W|t_._x|O0^IJ'8iy7ԑ]jOWŃ]dzCin˖|0ɞ`KqqchcHzwSb^ʈ#7XK|cH!a[e-ws(}᣷;-ggQ?DP#hMQ Zo/F[XcTmtkᨐ\~5m̑}ZnC!H]/S/"Bn'~ty;A4^Bwދc9C/K o85 cq5Wq$e}ɨǘCfhm!|._}Qp#/tnڝhF?ɟJM@|\3'.w6ڵt+Mvc6 q;Ӹ l9VU˾k'!1~ﳧzdG'"9u)ثGM7Go'?,?,K1-ūzw T,2$*Q<5}i.wit0⭮&S2ބʏɭ&]OI-,_I}SD0^iq⤰"5pȓgh^[u}#ǎ<|&ʍlU$ z.Z CyWdQ<\om/H`鐡ZSE)'\:uGWo}nNkRwrG6N\vZX{5?3/Ҝ~iƹ߉qO}dذʻ.f!Ct;9`|,s91?DJ$H| .A)48.WhPPw0I/&`g5qVGt=EqzNS;yR# y<&7gwEvgYz_T׿)V0jWi̖lq)#߾tɏS8Ċ9F"ױ}vV `qC,O<;͟Aq7[ʟ&bOoTCRm5uזKj(Rh"S+Zf癏 (|!-\ LD֪]|_)o[ѣZyNs4NfId ߴ9\gHx>\q?>Eʆa4SU/z?+?$S?(s?9K_HU.?QHTۑ˴3 }.BQ'QoG-O13Dg z6Q*{& u.cdӢ[yt \\ũ$A솿sD$:p$ӕCK㵴溸D1݉ &D̽DFOp..basi->mӼۯiREg~/o]ێKpAoP'1c yF>X?/4/_/y_]N>õōV\۷d"v9W=6Sy1|jjt0fpĂ>H ЏX;=_Cˇ._.~?4o#(2k~L{ɺ~O Vvʒ GOI?f"rD3_.yBY*ImimnJ;=.4\ ~{UqH񪮶~TϟRF$NuC]KMrv(GCr{:Zת"߆U/5?˺>j ]3G(Pf>\f %^|&B?ct^jaY$mQ"dH=ϛ|Ϳ˯O \R38h.?=/N\گA|25ʨ?OQu寯_~϶e~{?owwSQ//N|뚮yG@b[ia"Jq%sZj#WwG=rg G,y5*HMصMޗZ?mGW[[sQ,Qͧ ?xkJN\uP%$DPDvf˛,YqHV".W2ED~f1|iڪ>t<ɩjDz:vE {h!byK~f>\љ0$OAOFlR>dw3Ԟlοvx|X>Mԭ5?Qkcs5"k IfWeZmi)x^FQSߗpyW<ǩ{P\7z,r8B%ݽp^옲,$#~866}A0隙5 _0i Jӭ;;:jN!4%w 'ݹ-MlY8j'Q2/D"o:?gfUZ}u6J6aGh+II,1-λ=a07y_ϯ <ǂ슔e}wB@%'M!O'~cy}}\:G0?19}&I5^Q6Z(ss-d~;ZA(^}LW! 'C٘4\GLܤI#Fl%yo疼צ&дMUtG,N(QӱS`ri' . `DNGP{݉KJ4ȑczdz`Sk'7RƹS!8D~D!{7[ QFגy+8JQC%yvP$׼˫V6ѽԱS+qCd"UjyS$џS,Fb9I?;EٰJY J*5lc1cd$??^Xɳ^Qn>1i]ONo/ I,kri1<'?XDfJ8|eӾ$X?/̽?S__o*K[H >il Ko$1G=sp}?+Og mrZapPC FE$rR*" ~Թ dIN\FR* #I$yM֡CQ/Ou6#?_ՊF(aD+rb zbn~l}<2< <\vH4{UϚ.qnCwp~c/FۓA,u3DN{y}CܡBX/"]]_]}>T|ei;HXKKR'WW `WD 3{;!c-}X-t˶򾭨{^{O(ܺOg#U잼hK24^9KSF`q}>{+qvgpJC61 `O> 's"/x ܻv*U柜(?4?l_׏/p_/﫼;~^~Y^yOVΗ*yPfGӶitu>Q1P\;wB=`ci%`攱b|K=Um'n5ޝZ .n>v[뷎9If>UO^t Ǭ};]409Ox}Wc~; 鿘z^*$p&cM韔ƅz&k/Ae*M7QkpPlG4\eD:\9"?_jvg}.H2BpK&S*|znswHҧAdXE}B9m2"r; u+]BTyd7-u&7Znw-v_[Mm=I7 6bxHp"@l Xߟ;irh5@10"Db2J! H57[ү:V  ׮n$Fmn_O R?c >]9 oqB{)JzeD~~󆮟Vu4>\|kc wY}BՌnJG,փcк]</9KI$q]y_{G/"|,9$5[mPǭ✦19xYy~Kۙ-\Vh`# |QI"'m˜&c>cg2cdQb=5d#!ʀٮz7޵ L-kpk+e[^m\KjXL8ܼOu>eU>!Z^%g5.UD-B0Gzr>*G-\c0ڹjl˶ceˆRa&$ Mx|]^罩yK?y@5&r]Oy-3O4C50SlavRx)#uQ $\E۝Ͻ=nh♖H&RDʸ ~O5 ξC5Jj]NP ir&LuC,@mįg vm&IJBU$D3'N{՞Io59{V}4jZ7>lyZFKl⪩Glϧ͆|WYZFRgdjHChTSw]sVԵ^)[=RVT V9HJh9S35X#2 ;Xln{K90D眥9c)@Y"Gֹ$R[*Uۄ5Y,Y]p<.cmZ'pF].E=$s<ޜ}=s&2 x̤.F@rzgҮ4hΊqcI9d& h㘚!?U^ܪwq,#}||Wf{Upi:tK9n%9y-.%"t\$blWܜX@= x? ?Nq/h2MhdK}vR~: fc7#+ǥWO4ϴ5c3O>D2= ZL OQŕݠ%Үk9!R74pB$V :1FRc)J)Q%-n)|\yfd?Vv-7!a(,\T8ٻ3h9JS0'|"|>~z,ؽm孯|w?5\s? :G Wm%[Df#<Mg]U8 3YH3c A}%?sצ^`Xɢr*9FVqڌIc8vKQ :Gr>o5}bq̚:?%օĦ9,/֟lpڶ bf9qˌC5J137wqעo?4k域.yB%ƌ K GBժOUn5U1Zl#H7lf>1=<3(B\XٳœegH=ׇm{|m5 tetԣIZ"nW?ݚ6CBqTQq#7=o&݆G βFDI$~RԔeah7pw:w_U๴9gB7xQEaU"He}shkC?+ #Ҍtc(e ͐ċ6u1~cto.V޴rm=[Cq WvfA^*D C}t;Dfd=FDac#3!7<2Lw(actM5]UK~$(R(]sYLDx}cJ{YfR;v*U柜(?4?l_׏/p_/<9y>@Uז--{^E,KҭE;(p4NȆ$O;wq{~6GҜQ$'ǗKئ~e2?[# = X'H7뽾ͪ 6}\@404QTI,ݤ>@(\JC\#6gٗk'DL`I@_w}8s}8>Uq|aŗO',e5W]qz$0%fWa\hmFɪrG>\C!+'SU3(q  {znbޅo&G82>#g+ ㏤BC(9=tZz)?U-J!bj1} dt vyQڋxY<ye) !ecP+&:. WˇkV~^\c?qxpz\F[Y?'!›zcQո7*,^75u;i%4Ʃch?5l&EKp &$#crGѷAUnF7WDWҝG+ae#_@ _9E4Z/1"=)n >zFeOgנ{s]5< ƏD);n>̆O9M=)jOfXhׁcc}wׅPs d5Z3r'& U _K`MZ|wQB%JV?T(h8FGX{@rK0>.dǑ"T;l%g/A(5+}< {p47aCl):"P:XqnV?:r|oarqqxdFR@?ϵ|Y;1-&mYIy>)#+FJ+ˇn|xdv.~1!p*{/Y~F1)zJ >\yDdeJ!9 6z? y?'sq.{^:,b19$ac1HJ6+*[Nz?XUdo!BÉ\2n?a~49y] OM_1; ?NnOKmjkʻadIbIY(Ws"ʜG jo]P޻޻l3: jjoWq>c+AjTC_hԀWzOdOzCX͍ZouC<~p_,ͣȎsجjs]u.UwWE<7( <#gFe*+bye~a6yІ|4>. tZ$5%Tq'G|\VGO9x1o2uLA DDK_R^TϒUb358dϵ/|,Ѫ=̟X\p sQ~/ǎa ~s`/Gr/ o\[`Ce6S NVc۠]/3\Q]xGÿ '' '̲$-uWdt݆:r|q?w,\^9_||^ 1omnN5ж:fwՔZdH1[()ڏ#^Ux.1jޥثWbW_U CmiQk۞pO?/Z????-?{(e$Y6"hLS1qFj{S<1=}_G{/Qϋy:3;٠FX\`7=WuJFIF,,C    $.' ",#(7),01444'9=82<.342C  2!!22222222222222222222222222222222222222222222222222|" }!1AQa"q2#BR$3br %&'()*456789:CDEFGHIJSTUVWXYZcdefghijstuvwxyz w!1AQaq"2B #3Rbr $4%&'()*56789:CDEFGHIJSTUVWXYZcdefghijstuvwxyz ?G~?Gޣ?(ycz㢳rǰs˹:(Q.G~?Gޣ?(`sCoQtQ:+?8=]G~?Gޣ?(Xyw4?Ez㢳9c9m?(`sGoQtQ:+8RG${<z㢓oQtU)(`sCoQtQ:+?8=]G~?Gޣ?(Xyw4?Ez㢳9c9m?(`sCoQtQ:+>9c9m?(`sCoQtQ:+?8=]G~?G? ]:?触謳RGO=N]ΧL &~o،9G?WAJ娬n蒊(((((RGҘFQ~`h?Uܮ:ԾKEVfEPEPEPEPqWQ*nL8jV%v=5z5Cd68jnuZuQZ)(4Q@Q@Q@Q@Q@Q@(J((((-Q@Š(((ja)L=E12h\pW#Z ơCEQE )h((((((EQEQEQE%Q@(QEQE{Tj>to*߇V]]+u/QEQEQEQEQE^5F2eUXW؏=5!Sv::ӪAEPEPEPEPERh(((((((PQKI@Q@Q@Sژzbdu>J.֧CS+SQE-PEPEPEPEPEPEPEPER((((((@$}*3ڤ1]]+ѿ~\u7;|((B((((5F7U ɖ/Z*Ľjyq▐R(-P1(((((((((((QE ( (- ҅LF]DA\w;(Z+p((((vUy=_X d=kk? GZu4uPEPEPEPKIE-((@PQEQE(b)(-%PEPEP50<]kO+ucP㨢 ((aEPQEZ(Q@Q@Q@Q@(43I@ EP!hQE%Q@(PhgIJ#LGCV?r4o*߇WM_ %+3P(((( Q*jUCre֫/Z+{xJ( SIEQEQE.((%QEQEQE%Q@%Q@Q@Q@Q@Q@ n/J Ҙm++vQصEVEPEPEPEPU5ZzhLZ d?ޮlp݂*5O3BJ(0((QEQE-Q@Š(RR(J( ( ( ( ( (0ɢ]r}\]kO+EEVQE(Z(Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@ F{Tj>t:7o+FQ~qZ(5 ( ( ( (ƨT7&[lj;QE ( ( ( ZJZ))i(((((h4fEP!hbQK1@ EPEP ҆B#[G_  jv-QEQEQEQEQEUiV9}cVY57bhN!R((((QE (RQ@QFhEP!hbQEQE.(( JZJFS&ur1u>j:uQZEPE ((((((((((QEQE-Q@Š(ACj>RGҘ[ѿ~\u7;|((B((((5F7PܙlqK֫G)NQEQE(aEP4QEQEQEQKLPEPQEuQ@Š(Ph(7J ҅LF]D5A\w;(Z+p((((՚=4&r d?ޭ}cWd68jni֝TB( ( ( ( ( (\RbQ@ EP1hJ(QIK@Q))sI@Sژzbdu>F.'CS+S((-Q@Ţ(4 ( ((BE (((((J( EP0Aj>RGҘFQ~`h?Uܮ:ԾKEVfEPEPEPEPqWQcbZ:Wj- ((((QE ( ( ( QI@(((J( EP1(-Q@7J ҅LF \ \w;(%(7 ( ( ( ( =Yv嵏+_X_»!Sv(SE:(((((( ((((((R--QEL=E=&MZ b]r}X:(u8(0 ( ( ( ((BE (((((J( EP1(-Q@Š(E#=HTgIJb:G W?WAJ㩹KDQEfjQEQEQEQE!7WQ*nL8zqV%Uv#{Q@ EPi)M%QEQEQEQEQEQEQEQEQEQEQEQEQE1P(jm++vQصEVEPEPEPEPU>XvCV?j M-QQE ( ( ( ( ((BE (((J(Q@Q@Q@ EP1z{SQLL.'ֺtPqQEj` (QE%Q@Q@ EP (hQEQEQEQE%Q@(QEEP1QE aRGң=HSѿs7tt:ԾIEVfEPEPEPEPqUx⪆cWb^\WbF.'CS֦QEQEQE(aEPEPEPEPKIK@%-#PQEZ(Q@ EP!sFhQ@ F{Tj>t:7o+FQ~qZ(5 ( ( ( (ƨT7&[ljNJZAKL4Q@((QEQEQEQEQEQEQEQE ((aEPEPEPOZZZZjA\]DWsŪ(7 ( ( ( ( qjWО/CWd68jnST@QEQEQEQEQEQEQEQE4f(QEQEQEEP04QEQEL=E=&MZ b]r}X:(u8QEjsQ@Q@ EP1hJ(4PKRRPEPKIK@#R5QEQEQE%Q@(QEPhgIJ#LGCV?r4o*߇WM_ %+3P(((( Q*jUCre֫/Z+{x(((((((((J( EP0((-Q@Š(ih6hjm+kvQKTQE`nQEQEQEQE^Պqi=_X d5klp݀KH:Q@ EP0%-(((((((QE \Q@Q@Q@Q@Sژzbdu>F.'CS+S(-Q@Š(()sIE-%PEPKJ(sIEQEQEQEQEQEQEPhgIJ#LGCV?r4o*߇WM_ %+3P(((( Q*jUCre֫/Z+{x(J( EP0((((ZMRh(6ѶJ( ( \QE% ZJ(5t _G_ 竹G-QEQEQEQEQEU{V*О/CZ d?ޮlp݊:FbE ()sIE.h%((((((J( EP0(((z{SQLL.'EںtQqQEj`QEQEQEQEQEQEQEQEQK@ E-!(((QKE%Q@Q@ F{Tj>t:7o+FQ~qZ(5 ( ( ( (ƨT7&[ljNJZAKL(QE ( (RPEPEPKIE-(Z)(((ZJ((?+}+eTQE`nQEQEQEQE^Պqi=[X_}c>5 i֝TB ( ( ( ( ( ( ( ((BE ((((((FS'urQu>jz}QZQ@Q@Q@Q@Q@Q@Q@Q@-%(((QE-PEPEPA@$}*3ڤ1[ѿ~\u7;|((B((((5F7U ɖ/Z*Ľjyq▐SQEQEQE KIE-%RPEPEPEPEPEPEPEPEPEPEPOZZZZjA\? zv-QEQEQEQEQEU{V*ݦ9}c>5C Mأ::ӪBQEZ(Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Sژ{S'ur1u>jz}QZQ@Q@Q@Q@Q@Q@Q@Q@Q@Q@ EP!hQEQER@ EPA@$}*3ڤFQ~`h?Uݮ:ԾKEVfEPEPEPEPqUx⪆cWb^\Wbପ:~hGձq4њ@?4fFaq4њ@?4fFarLњu 57S f{@\4fF䙣57P3MFj=n$Q&hG3Fj=n.I3QurLLAjƟDiњnt7t}_KܮJԟKEVFEPEPEPEPqUxUjnL99j Բڏ9If䙣57P3MFj=n$Q&hG3Fj=n.I3QurLњu f{@\~h74fFi4њu3Fj=n.I3QurLnnuqƁL4@\ҟmʏWUoָ/޹t5E(:((((vUkkq3OGեcWd68*|Lp4fyurLњu f{@\4fF䙣57P$Q&hGsFiњu3Fj=n.?4f3H{L.I3QurLњu f{@\4fFɦfie\"=t*f[ˣˮ.ye:^g/Qo<˷tg1Mo<˷tg3e:?g3Mo<˷t{TŜϗG]7].yP{s]]uvΏOڡ{r]]uvΓ.yP{s>]]tvΏKڡs>]]tvΏGAYtyue:?g3Mo<g/Qo<˷tg1Mo<˷tg3l.yo<=9..G] ,6Rue:?g3l.yo<=9S:?bz*(;wOڡ{ -8w7V_v-e)\yUEQ@Q@Q@Q@k:==*4К\ۼnWˮ)uK?5IQwBSSHu;*yJcˣˮ.yerC,fz6{ytyt(]]>fz6{ytyt(]]>fz6{ytyt(=Oލ(=Oލ(?..#v{lJ(?(Q n]Q@Ţ(((((-͔P(D~PO#J(?.g>fz6{lg>fz6{lg>fz6{ytyt(=Oލ(]]>fz6{ytyt(=Oލ(=O#P(lN (Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@ EG+QQy(<T~mmrJ*?66%G@\ͣ͠.IEG$hh QQy(<T~mmrJ*?66%G@\ͣ͠.IEG$hh QQyh|aahOQZ)ݴmL,7b@7miS F}mRRDSRG@$o] ?r[}䩹KDQEdjQEQEQEQE!롐բjUCre**Ǫϖ.(LQZ(hOXn(-n6( F}mm>6ѶEaRhOXf6,3miP( F}mm>6ѶEb&)B1w]uW1[jtv-QEQEQEQEQE%V5^zkq3k!J~ cN3Hf6,3miP( F}mm>qF)hbR@ F}6ѶEahOQZ)PvѶE0ʹm@Xn(-LQZ(S1Sa!up.{W-Z ơEnqQEj`.i((AEPE )qERJ()i((((PMPQEQEQEE$uRGҘi+r/XzGznҸnwQ%QYQ@Q@Q@Q@jUTn?-:d\ՋUs]XB{޳ұ[Vγ+vSNQEQEQE ((aEPEPEPQEZ(EP!hQEQE4Q@Sژzbd}S a]r}X袊(((((((()i(j(((ERQ@Ph- #=HTgIJbGIǨȾa굻J㩹ODQEfhQEQEQEQE!7WQ*nL8UsV.IUvKH)h((:J(Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@ =hh=hh?Ks:?tW=M? n( Š((((OVjݦ9gbV3}~V#Wd68j@:FbJ(bQJi(((((((((((((((z{SQLL'ֺGEQEQEQEQEQEQEQEQEQEQEQEQEQEQERQ ( #Q$})&[t-#=EnEk}?EQEQEQEQE^5F2IUXY%W5ϖ- ((Z1@ E-%QEQEQEQJ((EP!hQE%Q@(QEQEցփցց?tW3?WMs袊((((*ݫ^B{޳Zu -QE% SIEQEQEQEQEQEQEQEQEQKE6 (Z(Q@ EP ja)L=E0d>J]j}X袊J( EP0((-Q@Š(((((((QE ( ( ( #Q$})&"ǨȾqZ(4 ( ( ( (ƨUCre\sO؞|)i-QEQE-@Q@Q@Q@(MPEPEPQEZ(Q@Q@Q@ =hh=hh?Ks:GtW=M? n( Š((((}ڱU>4'k?}+kYX]KH:EP0(((((-Q@Š((QEMԹQEQEQEQK@ E-%#SQOjaLL]j}\}kO+EEVQE(QE ((QEQEQEQEQEQEQE%Q@(QEQEE$}*3ڤ1#?kv.ǨȾqZ(4 ( ( ( (jT7&[}ߓV.?^byQKH)ؠAEP0(((((((-Q@Š(((QE ( ( (- B?Ms:?tW5M;袊((((*ݫ^B{ֳұZuX5~ iiZZ0(hQEQEQEQER⒀(BE J( EP0(((*QIFZaIJzRP"X~\pW%ZS ʡGQE- E Z(%QE%Q@QE %PEPEPEPEPEPEPEPQEZ(Q@ F{Tj>ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@jUTn*2IUXY%W5ϖ:)( EP0((((((QE-Q@Š(((QE ((B?Ms:?tW=M? n( Š((((OVjЙk?Vγ+vSSE:((-Q@Š(( PQEQEQEQEQEQE(aEPKIK@j3ڞS'WZpW%ޮ>jntPqQEjsEP0(((((((((((((((Aj>RGҘi+r/XzGz-nEk}=-QYQ@Q@Q@Q@j^5F-:cUzlO>[)i-(aEPQEZ(Q@Q@ EP!hQE%Q@(QE(aEPQEZ(=hh=hh?WMs:GtW=M? n( Š((((OVjЙk?Vγ+vSKH:Q@ EP0((((((((-Q@Š(((((ja)L=E12h~\pW#Z ƦEEVEPE( EP0(((((((-Q@Š((((ESJbGIǚVuǚVu={"Z(4 ( ( ( (ƨT7&[u*?$bypQE(bQEZ(-%-QEQEQEQEQEQEQEQEQEQEơhj}yvh+ןknvQطEVEPEPEPEPU5ZzhL浟XgYXz)puSGZuQ((()i)hjZF((((QE ( ( ((BE (FS&ur0>jntQqQEj`%Q@((QE ( ((aEPEPEPEPEPEPEPEPQEZ F{Tj>ĎHEȾa+r/\u7;h((((CTn*7Pܙlq_~OYU'- ZAK@ EP!hQE%Q@(QEQEQEQEQEQEQE ((aEPEPOZZZZk\֑],Ss[+p((((՚=4&sZĬW[ZĬW]8jLIQJ4QEQEQEQEQEQE%Q@(QE(bQE(Z(Q@Q@Sژ{S,CkO+bXtV7:(8(0(BE Z((((K@%)((((((((E#=HTgIJbGIǨȾa+r/\u7;((((((5FqUPܙlq?$zsJk'-Q@ EP0((((((-Q@Š((((((%-%4uuF]4A\7;(%(7 ( ( ( ( =YBg5Jo[:ĬfOc::ӪBQEZ(Q@Q@Q@-%-J( ((AEPE (J( EP0(iL4Z ]j}X袊(J(Q@Q@Q@.i(((((((J( EP0Aj>RGҘi+r/XzGz܋M %+3@(((( Q*jUCre\sJk'- EP0(((((((((((((-.i(aEPOZZZZkhA\Ώ]4Ss[+p((((՚=4&sZĬfճJo]8jB/J}1zTfhm EP0(((QE( EP0((-Q@Š((((%)I@ֺ~\pVU7:(8(0 ( ( ( J(4PEPEPEPEPEPQEZ(Q@Q@Q@Q@ F{Tj>ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@jUTn?-:d\ՋUs]ucP袊(((Z)((((((mJ( ( ( ( ( #Q$})&"ǨȾqZ(4 ( ( ( (jT7&[u*7?}ުƻbypSE-QEQEQEZJ(((((((((QE ( (z:z:#[H\ܮ t頮z~QXQ@Q@Q@Q@Wb}hOc%c7ޭgbvCc::ӪAEPEPEPEPEPEPEPEPIEQEQEQE%Q@((QEL=E=&Oޮ>F'MΊ=N>(L((Z((((((()i(Q@Q@PQEQKE%Q@ F{Tj>ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@j^5F->[Y^ڻǟ- ZAKL(((((((()E%PQEQE(aEPEPEPOZZZZkhA\֑],Ss[+p((((vU{M sZJj%c7ޮlpuSGZuQ((((ZJ((((((((QE ( (0ɡ]r}\zGQ[ 3IE.h%њmQLZ3IE-PњJ(sFi(PњJ(sE%f(B3M \њJ)aO{SKs?V_vtV_vnwQ-QYQ@Q@Q@Q@j^5BL9 ?5Z\vcϖ䂗4KL(BJ)Z)(4PQ@ 3IE.h%4PIJ(h (ŢZ)(4P@}'>\k]]sU죱j( Š((((OVjݦ9gbV3V?ܬv /J~j5ՙsFi(bQ@ 3IE.isMJJ)X`-PQ@ 3IE;4fE+4SsFi(Z3IE.h%zq2x>ur1u/btQr8bRQpbb 1K1@ 1K1@ )qF((.(&(.(+\&(.(0\QLQ\QLQ\QW1F)qF( LSF(NRb贑4Ⱦdi+b:㩹OdIETQ@Q@Q@Q@j^5JUGrdq#V#~n^c)ؠ \Qq 1K1ELQ\Q`&(.(&(.(&(.(&(.(&(.(+\&(.(0bbbbbbbbbbbR " qSޟtW;'j衮jv-QEQEQEQEQEU{V* 3ĞV""pN@U&(.(&(.(&(.(+LQ\QLQ\QLQ\QLQ\QLQ\QLQ\QLQ\QLQ\QLQ\QW1F)qF))2XΕկZ&_Q{1?dI't^UUGe$s2|Q't^UUчd&Ot^MMчG;'ҏ?y4y4{FLJ?eWE=9?(ɓ/**as2|Rd=**h#ʗ(ʗ+hh=9}R?y4y4{FLJ?dWE{$s2}(ɓ]GGad&Ot^MMчG;/ҏ}R/&&h#ʗ(ʗ+hh=9?(ɓ/**hDdQ'Һ/&&h#ɓGLJ輚<=dw*O5W<<=dT<ڧ\jE҈iTPcWc1SXn((((( U3V'\Bfa$X<޺֋u3ɭK# RMMmK/Һ&ʧ{$s2}(ɓ]GK0Hd&O輪<=eɓ&_%t>UUчG;/Q/Һ/&&h#ɓGLyTyT{FL2Dʣʣ0HdQ/WE{$sRRt^MMчG;'ҏ?y4y4{FTJ?WE{$s2|Q't^UUчdGLyTyT{F';'2|WEQQ{(Ld]GGas2}(ɓ]GGad&Ot^MMчG,|,vom]IE;_!6֜CLT1YI*ĔQEAaEPEPEPEPjFjcLq@W:mjOdW׏5a:jG,|,Lީ]N򪽣%QG;'2|WEQR~';'/L+=9?dɣɣ0H翲dI't^UUчG;'2zt^UUчG;/Q/WE{$sR}(ɓ]GGadGLyTyT{F';'2|WEQQ{(Ld]GGas2|Q't^UUчdGLyTyT{F';'ҏ?y4y4{FLGL]GGdw&O2|WE{$s2|Rd=**h#Kۨ~?󒺯&"F>a忙'ޭS,Txr`$F}͔l@ F}ʹm@ F}͔l@ F}ʹm@ F}ʹm@ F}ʹm@ F}ʹm@ F}ʹm@ F}͔l@ F}QEQEQEQEQE,SC6ѲE3miP6QE3e)P6ѶE3e)P6QE3e)P6QE3miP6ѶE3e)P6QE3e)P6QE3miP6ѶE3g=PmP0(((((Q@ IEލ((O(hO((O(hO((O((O(hO((O((>f]((QEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQEQET~mm%G@\ͣ͠.IEG$hh QQy(<T~mmrJ*?66%GET~mm QQy(<T~mm QQy(<T~mmrJ*?6Π.MECR٢rJ)LӁ((((()@ EFe'@KEER(<,$hh QQy(<T~mmrJ*?66%G@\ͣ͠.IEG`%G@\ͣͧ`%GH.IEG$hh QQy(<Tuu RaO4QE ( ( ( ( ('QL2bP+QPԾu QQy(<T~mmrJ*?66%G@\ͣ͠.IEG$hh QQy(<T~mmrJ*?66%G@\ͣ͠.IEG$hh Py%̤9툿ۣb/(+٣H迶"n툿ۮwp}kko}gCtlEslE\FGAt_G_;QQ{i_ҏxo٠"n툿ۮw}lEM(׋F=j·^/GkAsGAYkA7^F=m#؋?"nfH迶"nh?ۮwp}kA\7{i^G^\7{Vt?G_;QQ{i_un{4GE4b/i\7Q{VniKJ挔ޛUgof2A5ݮipwW%* ( ( ( (*sT.)Ob[uVM#5U]Q9UwXxۮt=.~ UgEtkAsK٠:JѺfڳ؋Q4{}h=:툿JѾfڳ؋Q4{}h=:툿JѾfڳ؋Q4{}h=:툿\7{Vt_Iuo}gC4b/i\7Q{Vt_G;{4GC4b/i\7Q{Vt?J?"nugC4b/i\7Q{Vt?J?"nugC4b/i\7{Vo6HVzEz~ Vdܵ-*vY WSⰜluS2-QEQEQEQEQET2TZsM XFj̗YUo* bfgzZvF֗T1=s꽚#"lEM+F^gC4b/i\7Q{Vt?J?"nugC4b/i\7Q{Vt?J?"n}gC4b/i\7{Vt?J?"nugC4b/i\7{Vt?J?"o}gC4b/i\7Q{Vt?J?"nugC4b/i\7Q{Vt?J?"nugC4b/i\7Q{Vt?J?"nugC4b/i\7Q{VoaQh8* Y$VZb|jޢ,͡R6ѶEt( F}mm>6ѶEaRhOXf6,3miP( F}mm>6ѶEahOʹm@Xf6,3miPmIHh OR5I t05nҹ*nwRQ%QYQ@Q@Q@Q@k:d5hqU ɖ(U'^by@ Zbʹm@Xn(-n61KE bLQZ(hOXf6,3miP( F}RHm>aahOQZ)PdRR0/i+ ~߭sU룱j(((((*YvLua d85Xֻ!ScN3Hf6,3miP(  1KE7miS  F}6ѶEahOQZ)PvѶE0ʹm@Xn(-LQZ(S1Sa!ur>jVEVEPEPEPQEZ(Q@Q@Q@Q@Q@RbZ(((J( EP0Aj:#LH4ݬ=#=EnEk}?EQEQEQEQEUTn*2UjuzWlO>[ ( ( ( ((BE (((((((()qERJi@A@@myvh+ןknvQKtQE`nQEQEQEQEZzUkYXkgYXz)puijŢ(QEQEQEQEQEQE(aEPEPEPQEZ(Q@Q@Q@Sژzbd}>F'MΊ=N>(L(((mih((((((J(((((Aj>RGҘi+r/XzGz܋M %+3@(((( QƨT7&[}?$bypmm-Ph(((((((((Z((J(-%POZZZZkiA\֑],Ss[+p((((vU{M s:ĬfյVlpuijŠ((QEQEQEQEQEQEQEQEQEQJ)M%QEQEQE#SQOja)Cֺ~\pV57:(8)i+S(((h ((BE (ZJ((((((((jZFj>ƧҘi+r/Xz?z܋M %+3@(((( Q*jUCre\sJk'- ZAK@ E%( ( ( ( ( ( ( ( ( (J(((((5`gG^ݮ 穹G-EQEQEQEQEU{V*О7VgbV3} _ZZA֖Z(Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@ E%(((( L=E=0d>F'MΊ=NBh5QE%Q@(QE(aEPEPKIE-%PEPEPEPE-QEQEQE-!@ j|}*3ڤ1#V_vݮ:KEVfEPEPEPEPqUx⪆cY%W5bd\lO>[ ( ( ( ( ( ( ((BE (((( QEQEơhn/Jb5頮gG^ݮ 橹GbQXQ@Q@Q@Q@V{M s:ĬfյVOc- KTf-Q@Š(((((((((QE ( ( ( ( (zRR'ֺGPh֦QEQEQEQE(aEPEPEQEQER1EQMQE(aEPA@$}*3ڤ1#?V_vݮ:KEVfEPEPEPEPqUx⪆cY%W5bd\lO>[@ E-QEQEQEQEQEQEQEQER@ (QEJ7PJ(((7J ҅LF]4A\7;([+p((((vU{M sZJj~V+} _Zu4uU((()h((((((QE ( ( ( ( (=&MZ a]r}X(4f0 ( ( ( ((BE (f()E%-QI@ EP!hQEQE(4RGң=HS:M#=EnEkHQ[}㩹ODQEfhQEQEQEQE!7WQ*nL8UsV.IUvNuQE%Q@ EP!hQEQEQEQEZ((\QJ( ( (%Q@ n/J#_G^ݮ t頮jv-EQEQEQEQEUiV9gbV3}%c7ޮ{5~ i֝TB ( ( ( ZJZ))i(((-Q@Ģ(QE ( (6(AEPE (Fژ4?}kO+ucSsS+S(b(((((((((QEQE ( ( ( #Q$})&"ǨȾqZ(4 ( ( ( (ƨT7&[u*?$bypQEQEQE)q@ĢQ@Q@Q@ EP!hQEQE-Q@ (QEz:z:#[G^ݮ t頮z~QXQ@Q@Q@Q@Vi3%c7ޭgbV3}짱W֝MiD!(-Q@Š(((((QE(BE (Z(IKF((((iIJzRP"X~\pW#Z ʦEEVBK@Q@ EPEPEPQE((Z(Q@Q@ EP!hQE%Q@(PhgIJ#LH4J?V]+}?QEQEQEQEQE^5F2IUXY%W5ϖ- ((QE ZJZ))i( ( ( ( ( ((BE ((i@A@@}#yvX+?ןknvQKtQE`nQEQEQEQEZzU>4'?Vγ+vSNQEQE(aEPEPEPEPQEZ(Q@Q@Q@ EPi( ( (=&Oޮ>J]j}XE%-j`QE%Q@Q@Q@ EP (Š %)((((E(((Aj>RGҘi+r/XzGz܋M %+3@(((( Q*jUCre\sJk'-Q@Q@ EP0((i(((((-Q@Š(((QE- B?Ms:?tW5M;袊((((*ݫ^B{ֳұZ hN!Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@Sژzbd}S֧MΚ=N>(Np(((hCEJ( EP0(((((((-Q@Ģ((4 #Q$})&"ǨغWM $+3@(((( Q*jUCre\sJk'- ZAK@ EP (hK@%-%QEQEQEQEQE%Q@(((QE--"ZZZZkOҺkzt]5sU죱j(MŠ((((}ڱU9gbV3}%c7ޮ{5~ i֝TB(BE (((((PEPh-Q@Š(((QEQEQE0ɡ]r}\?}kO+z}QZQ@Q@Q@hPEPQEZ(Q@Q@Q@Q@Q@Q@ EP!h%Q@E{Tj>&"ǨȾqZ(4 ( ( ( (jT7&[|Nj{jjǟ-NJZAKL(QE(B撊((h4QEQEQEQEQE%Q@(4Q@5 CtzS?JןkZv-QEQEQEQEQEU{V*ݦ9gbޭgbvCc::ӪB@ JSI@-%-QEQERJQ@Q@ (QE(PEPEPEPEP50]j}\ztPqQEj`%Q@(QEQE(bQEZ(Q@Q@Q@Q@Q@Q@ EP!hQE(4RGң=HS:M#=EnEkHQ[}㩹ODQEfhQEQEQEQE!7x⪆c?UߒlvJ]j}YT袊((J( EP0(J)i((((((((FZ(((4Ph3ڤF{T$tGz܋"Ss‰h((((CTn?qUPܙlq?$\q–RQE(Z6@ĢPEPEPEPQE(Z(Q@ EP (hQEQE1P(n/Jb5頮gG^ݮ 橹GbQXQ@Q@Q@Q@Wb}hOc%c7ޭgbvCc::ӪAEPEPFRPEPEPEPEPQEZ(Q@ EP!hQE%Q@(L=L=E12x>urP}S ƦEEVEPEPPQEQER撊ZJ((((QE ( ( (J((Aj>RGҘi+r/XzGz݋qJ(4 ( ( ( (ƨT7&[u*?$bypQEQEE% Q@Q@Q@Q@Q@ EP!hQEQEQEQE%Q@(BP)ןkyvh+etQE`nQEQEQEQE^Պ=4'k?Vγ+vSKH:EP0(PQEQEQEQEQEQEQEQEQEmZJ((FS'ur0>jz}QZQ@ EP!RQ@Š(Z((4QEQEQE ((aEPEPEPEPEPA4RGҘS:M#=EnҰݮ:KEVfEPEPEPEPqUx⪆cY%W5bd\lO>[ )hJi(QE ( ( ( ( ( ( ( ( ( ( ((BE ctzP(^kA\Ώ]4Ssź(7 ( ( ( ( =YvuXkYX]KH:EP0((((((((J( (J(i( ( (0ɡ]r}\zGEQEQEQEQEE%((((-Q@Š(((((Z(4TgI1#V_vݮ:KEVfEPEPEPEPqUx⪆cY%W5bd\lO>[J7Pi(Q@Q@ EP0(((((((-Q@ŠZ(RJ-Q@7J B?Ms:?tW5M;袊((((*ݫ^B{ֳұZuX5~ i֝TB ( ( ( ((BE-Z(((Z)(((((((ja)L=E12x>ur0>jntQq٣4њ3Qu0&hG3Fj=n.?4f3HfsFh57S f{@\4fF䙣57P$Q&hG3Fj=n.I3Quq4њ@;4f3@Q\47Qƞ&:}v/\߸qtP䩹I(B((((5F볅j-JUsRy ؞|$5.jb&hGsFiњu3Fj=n.I3QurLњu f{@\4fFFi4~hG䙣57P$Q&hG3Fj=n.?4f3Hu3u@i-li-`GM?i]msU룱n(((((*ݫZL浓V3us5 .?4fF䙣57P$Q&hG3Fj=n.I3QurLњu f{@\4fF䙣57P$Qњnh 3M{L.I3QurLњu & "<[`ZmCX:(u9?.eu?ٰ:?atg-S6GAYeu_ٰ:?at{TŜ6WS6GAYtyuf<͇y{r]]u_ٰ:?at{DŜ6WU6GAYeu_ٰ:?at{TŜ6WU6GAYeu_ٰ:?at{TŜ6WU6GAY͇yڠ,强<atf<=9]l6Gl?Ώjس͇y ,|<꿳atf<=9_..ٰ:=b[ˤ]Wl?Γ2GAYɘRG-]h5K_u(uP3MhljZA瓹aQEAaEPEPEPEPpș3x_mSg5_JUcT]9]tBΝjسFakGl?h=9}l6Gl?ΟAYyt+͇yf<֗AYleu?ٰ56{TŜ6WSZ?akGAYyt]u5g6ѶEahOʹm@Xf6,3miP( F}mm>qIu!Hȧ)$oڮXz@FȾrTZ(5 ( ( ( (uj5F2wlO>[R!hOXn(-n6( F}mm>m+ѶIE6ѶE0QZ)ݴmL,3miP1KE bLQZ(hOXfM% yP5w]uh \w:TQE`tQ@Q@Q@Q@ U*Wg-kJ~ m8S3miP( F}mm>6ѶEahOʹm@Xf6,3miP( F}mm?h m?P( F}mm>Sa$C] Z'C袊(((((((((((((J( EP0((4Phڤ=HStGz܋"Ss‰h((((CTn?qUPܙlq?$\q–REPEPEPEPQEZZJ(Q@Q@Q@Q@Q@Q@\QE% ( )EP5 LF]4A\7;([+p((((vU{M szJj~V+Wd68j@:FbE ((((((J( EP0((h((((z{SQLL'ֺGEQEQEQEQEQEQEQEQEQEQEQE(aEPEPQE(Z F{Tj>ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@j^5F-:dUsVn~UvKH)h((((-Q@Š((((((( Q@ EP!ŠJ(ցփցց?tW3?Ms袊((((*vUi3~V+}%c7ޮ{5~ i֟TBSI@Q@Q@Q@Q@Q@Q@ E)hbQEQKE% ( ( ( (0ɡ]r}\?}kO+z}QZQ@ EP!hQEQEQE%Q@(QEQEQEQEQEQEQEQEPhgIJ#LH4ݬ=#=Vb\u7;((((((5FqU ɖsj*؞|)i-QE%Q@(((QEQEQE(aEPEPEPEPEPEPEPOZZZZkhA\Ώ]4Ss[+p((((՚=4&sZĬfճJo]8j@:郭:)(((((()E%RQ@PE%( ( ( ( (0ɡ]r}\zGEQEQEQEQE ((aEPEPEPEPEZ((QEQEQEPhgIJ#LH4Z݋ai+r/\u7;((((((5F7U ɖsJj*؞|)i-QE%Q@(QEQEQEQE ((aEPEPQEZ(Q@Q@Q@ jiןkyvh+etQE`nQEQEQEQEZzU>4'?Vγ+vSKH:EP0((( (J( EP0(hFJ( E- J)M%QEQEQE#SQOja)O+ucSsS+S(-Q@Š((((((((RQ@ E4PhR@ EPQEZ F{Tj>ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@jUTn?-:d\ՋUs]ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@jUTn*2IUXY'\lO>[)i- ((aEPQEZ(Q@ EP!hQEQEQE%Q@(QEQEQEցփցց?tW3?WMs袊((((*ݫ^B{޳Zu  u4SQ@ JZJ((((((((((((((Fژ<z(>ZpV57:(u8(0 ( ( ((BE (((J( EP0((((((:ij|}*3ڤ1#?V_vݮ:KEVfEPEPEPEPqWQcUߓ]ପntQqQEj`QEQEQEQEQEQE%Q@(QEQEQE ((aEPE( A@j>RGҘi+r/XzGz܋M %+3@(((( QƨUCre}?ުfV؞|)i--Q@4QEQEQEQEQEQE(aEPQEZ(EP (h KHP5 LF]4A\7;([+p((((՚=4&sZĬfճJo]8j@:ө:%Q@(QEQEQEQEQEQEQE(aEPEPEPQEZ(Q@ڞژ4?}kO+ucSsS+S((((((QE-Q@Š((((QEQEQEQE #Q$})&"ǨȾqZ(4 ( ( ( (ƨT7&[u*?$bypQE(aEPK@Q@%-%QEQEPEPQEQEQEQE ((cOZZZZk\֑],Ss[+p((((՚=4&sZĬfճJo]8j@:ө:QEQEQEQEQEQEQE%Q@(QE(bQEZ(Q@Q@Q@ =))OJJMޮ>J]j}YT(4PkSQE(bQEuQ@Ģ((-Q@Š((((((QE(BE (4Ph3ڤF{T$tGz܋"Ss‰h((((CTn*7Pܙlr_ޭ]VpKqE::өJ( ((BE ((((((J( EP1(:(bQER--F- ҅LF]4A\7;([+p((((՚=4&sZĬfճJo]8j@:ө:QEQEQEQEQE%Q@((QEQEQE(aEP ((jaOja)Cֺ~\pV57:(8EQEQE(bQ@Q@Q@Q@Q@Q@Q@Q@ EP (h-Q@ EPA@$}*3ڤ1#?V_vݮ:KEVfEPEPEPEPqWQ*nL8?5Z\*vcϖ.i-QEQE-Q@%-%QEQEQE (EP!hQEQEQEQEf(҅CtzS?J֟tWsŪ(7 ( ( ( ( =YBg5Jo[:ĬfOc::ӪBQE(Z(Q@Q@Q@Q@Q@Q@Q@Q@Q@Q@3EPKJZkSQR&MZ a]r}X㨢 ((aEPEPEPEPEPQE(Z(Q@Q@Q@Q@ )(((4 F{Tj>ĎHQ[}?V_vnwQ-QYQ@Q@Q@Q@jUTn?-:d\ՋUs]J]j}X:(u8(0 ( ( ( ((AEPEPE ((EPEPEPE-QE(4RGң=HS:M#=EnEkHQ[}㩹ODQEfhQEQEQEQE!7x⪆cV5bd\lO>[ ( ( ( ( ( ( ( ( ( ( ( ( )h(h(҅CtzS?Ms:?tW5M;袊((((*vUi3~V+Vγ+vCc::BQJi(EPQEQEbZMRhQE ((aEPEPEPIEQ@((L=E=&Oޮ>F'MΊ=N>(L((QE ( ( ((BB1(ZCEQEQEQERQ@ EP!h4PhRGҘS:M'=nEkI4뎦}=%QYQ@Q@Q@Q@jUTn?-:d\ՋUs]>RGLi?敻ai?敹ݮ9wEQEQEQEQE^5F2IUXY%W5ϖ- (SIEQEQERQњ((((((-Q@Š((-F(^5 LF]4A\7;([+p((((՚qi=gYXz ::ӪAEPEPEPEPEPE(uQEQEQEQEQEQEQEQEL=E=&MZ a]r}XFi[3LFjFi@\~h3w nwq4gڀњnh 3LFjaq4n.?4fڍ7{QjFi4~h3w7{Qڀњfj7{P3LFjFiϵq٤&h#S㨘M75nkO]?r*nwR~%+#P(((( Q*k:uT7&[ު楔Pfbyܔ3L4~h3w7{Qڀњfj7{P3LFjFi@\~h3w nwq4n.?4fڍ7{QjFi4vh74f3MfsFh4n3LFj@4iƒn~\Һz櫹GbQXEPEPEPEPU{V*5kMĬVo<cBpg?O,C;(s9,~o<cBplGk}y 9ٜhtcB!G8{3YvQ;(fsY5y >o<yf,C;(sg=<]琦~fplY1RGݭ ">ihJ>n}[q}ʥJJ囹dKETQ@Q@Q@Q@j5TIwl֪~Q$x~eְi]Q8YDtY #vQK>o<cBq3YvQ;(fsY5y >o<yf,C;(sg=<]琣vQ͜ht?cB!G8{6sY5y >o<f,A;(s9,>o<cBpg?O,C;(s9,~o<cBpl缳Gk}y 9ٳYvQ;(fsY5y >o<yf,C;(sg=6~o<cBpl PZ[GonW5\rj.jgt Zx~*uӍb(((((L3Vj i3ݿxњ짬+#WWBkJPޗX#M[vUsht?cB!K~͜ht?cB!G8{6sY5y >o<yf,C;(sg=<]琣vQ͜ht?cB!G8{6sY5y >o<yf,C;(sg?<]琣vQ缳Gk}y 9ٳYvQ;(fsY5y >o<yf5}y >o<{4yf!G琣=9,~o<cBpl缳K>o<cBpg:R˭-`c&$iAmnHk2V4jZ5J*s2&6FVfv2(&6FVfv&6FVfv&6FVfv&6FVfv&6FVfv&6FVfv8XV~ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@ 0@_HmH nH sH tH @`@ NormalCJ_HaJmH sH tH Z@Z  Heading 1$<@&5CJ KH OJQJ\^JaJ \\  Heading 2$<@& 56CJOJQJ\]^JaJV@V  Heading 3$<@&5CJOJQJ\^JaJJJ  Heading 4$<@&5CJ\aJP@P  Heading 5$$@&a$5CJ$OJQJ\^JZZ  Heading 6$P@&^5CJOJQJ^JaJhP@P  Heading 7$$@&a$5CJOJQJ\^JV@V  Heading 8$P@&^5CJ OJQJ\^J` `  Heading 9 $$1$7$8$@&H$a$5CJOJQJ\^JaJDA`D Default Paragraph FontZiZ  Table Normal :V 4 l4a _H(k (No List l$l Envelope Address!@ &+D/^@ CJOJQJ^JTPT Body Text 2 d1$CJOJQJ^JaJh4@4 Header  !4 @"4 Footer  !.)@1. Page NumberT,T Table of Authorities^``C@R` Body Text Indent8P^8`CJOJQJ^JBB@bB Body TextPCJOJQJ^J>r> _1$7$8$H$^`CJNN 1,2,3% & F1$7$8$H$^`CJL+@L  Endnote Text1$OJQJ^JaJhNoN Headline"5CJ OJQJ_HhmH sH tH hRh Body Text Indent 2PP^`CJOJQJ^JXX TOC 8  $0*$1$^`0OJQJ^JaJh\O\ Hanging Indent 2^`OJQJaJhJQ@J Body Text 31$OJQJ^JaJhXSX Body Text Indent 3 ^CJOJQJ^JPT@P Block Text  ] ^CJOJQJ^JB^@B [ [ Normal (Web)!dd[$\$*W@!* [ [Strong5\6U16 Y Hyperlink >*B*phVoBV qiO Body text$(B*CJOJQJ_HhmH phsH tH HRH D> Balloon Text%CJOJQJ^JaJZYbZ ,( Document Map&-D M CJOJQJ^JaJ.X@q. /(!Emphasis6]  pRname** pR timestampPK![Content_Types].xmlN0EH-J@%ǎǢ|ș$زULTB l,3;rØJB+$G]7O٭VvnB`2ǃ,!"E3p#9GQd; H xuv 0F[,F᚜K sO'3w #vfSVbsؠyX p5veuw 1z@ l,i!b I jZ2|9L$Z15xl.(zm${d:\@'23œln$^-@^i?D&|#td!6lġB"&63yy@t!HjpU*yeXry3~{s:FXI O5Y[Y!}S˪.7bd|n]671. tn/w/+[t6}PsںsL. J;̊iN $AI)t2 Lmx:(}\-i*xQCJuWl'QyI@ھ m2DBAR4 w¢naQ`ԲɁ W=0#xBdT/.3-F>bYL%׭˓KK 6HhfPQ=h)GBms]_Ԡ'CZѨys v@c])h7Jهic?FS.NP$ e&\Ӏ+I "'%QÕ@c![paAV.9Hd<ӮHVX*%A{Yr Aբ pxSL9":3U5U NC(p%u@;[d`4)]t#9M4W=P5*f̰lk<_X-C wT%Ժ}B% Y,] A̠&oʰŨ; \lc`|,bUvPK! ѐ'theme/theme/_rels/themeManager.xml.relsM 0wooӺ&݈Э5 6?$Q ,.aic21h:qm@RN;d`o7gK(M&$R(.1r'JЊT8V"AȻHu}|$b{P8g/]QAsم(#L[PK-![Content_Types].xmlPK-!֧6 0_rels/.relsPK-!kytheme/theme/themeManager.xmlPK-!R%theme/theme/theme1.xmlPK-! ѐ' theme/theme/_rels/themeManager.xml.relsPK] ~clt7 " ›Zi)3^hlop~clt7 " %  R`TTV› 8 p   !  TTTTTTTTTTTTTTTTTTTTTTTTTTTTTW q =$*z#<6HKLM(PRUWXYZ^\^abcethRkRlm1opru&w]x y1z8|:}~l&viIk&!̖ٗUךx`܋zJW~m-_syRUWXY[\^`beijmnoqrtuwxz{}~ =!$-:BGKLQpVY[`bc*e(hkmot~wy|ӓi~tk.4MtʱxSTVZ]_acdfghklpsvy|  U ›XX W!qq?b$E6h[92,Bew7:\ #R$;gƙVoUE4]*#R$X\`7=Wuw#@p(    c zA( .@TD Logo - New 05-06S`TS`T"?h  S >"? h ) S )>"? D ?  "?\ 3 3 3 "? D G  "?P Z  "? P ^  "?  d FAL Y?  `1teldoc"? e s tA, . `teldoclogo321=T`T=T`T#" ? P h  "?  P i  "? V l # l"?  P o   "?   P p   "?   B S  ?/7788==4DJ_Zfg|}}}›} KZ XTGX%^ti{(#E t)%+t)ha%1t?]t3p DT^86th `Ktl(6X #to tpo'Te d0*l@d]"t@ OLE_LINK2MÛMÛ  IKLNOQRTUÛ $$- -N0U0000000619111~22223 33344L4P4[9_9}9999q:t:::;;?;v;{;;;:?@???@@)@,@A@C@EENFUFlGoGGGHHJNMNoNuNNNNNPPSSVV\\5]8]]]^_y__]a^agghhllmmmmn nnnoooo;{={NPCGUY!8>IKLNOQRTUDKqzՒڒ}Û3333333333333333333333333333333333333333333333333333333333333333333333333333ll=Y __``^^'c(cllrrvsvsssXtYtcydyyyzzHIILLU]b{qz|ƒ ԕՕ+devݙޙ %&((=BIVqquuښÛak=Y __``IIKLLNOQRTUbbÛ!fW4:^Wf(_/5`E,M ٦+bp 'GwN>&~V!2pn"j҄9) 'ۨ .T1\{Pj}7@:727|tr8XB^^YHC$]>r9ad<kviF1tZIuj  kkY:/Rm Q,r!ir^4U xHCCJOJQJ^JaJ.CC^C`OJQJo(hH{{^{`OJ QJ ^J o(hHoK K ^K `OJQJo(hH  ^ `OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH[[^[`OJ QJ ^J o(hHo++^+`OJQJo(hHH ^`o(hH.H ^`hH.H  L ^ `LhH.H   ^ `hH.H xx^x`hH.H HLH^H`LhH.H ^`hH.H ^`hH.H L^`LhH.hh^h`OJQJo(hH^`OJ QJ ^J o(hHopp^p`OJQJo(hH@ @ ^@ `OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHoPP^P`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo  ^ `OJQJo(hH  ^ `OJQJo(hHxx^x`OJ QJ ^J o(hHoHH^H`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hHHH^H`o(. ^`hH. pLp^p`LhH. @ @ ^@ `hH. ^`hH. L^`LhH. ^`hH. ^`hH. PLP^P`LhH.^`OJQJo(hH^`OJ QJ ^J o(hHo  ^ `OJQJo(hH  ^ `OJQJo(hHxx^x`OJ QJ ^J o(hHoHH^H`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hHHh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHH^`OJ QJ ^J o(hHoHpp^p`OJQJo(hHH@ @ ^@ `OJQJo(hHH^`OJ QJ ^J o(hHoH^`OJQJo(hHH^`OJQJo(hHH^`OJ QJ ^J o(hHoHPP^P`OJQJo(hHh ^`hH.h {{^{`hH.h K LK ^K `LhH.h   ^ `hH.h ^`hH.h L^`LhH.h ^`hH.h [[^[`hH.h +L+^+`LhH.^`o(.^`.P LP ^P `L.  ^ `.^`.L^`L.^`.``^``.0L0^0`L.h^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hH^`OJ QJ ^J o(hHo  ^ `OJQJo(hH  ^ `OJQJo(hHxx^x`OJ QJ ^J o(hHoHH^H`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hHh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hH`^`4*56789:;<>*@B*CJEHH*KHRHdS*TXY(o(phwh*hH.^`OJQJo(hH  ^ `OJQJo(hH^`OJ QJ o(hHoXX^X`OJQJo(hH((^(`OJQJo(hH^`OJ QJ o(hHo^`OJQJo(hHHp^`4*56789:;<>*@B*CJEHH*KHCJEHOJQJRHdS*TXY(o(phwh*hHHh` ` ^` `4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHH0 0 ^0 `OJQJo(hHH^`OJQJo(hHH^`OJ QJ ^J o(hHoH^`OJQJo(hHHpp^p`OJQJo(hHH@@^@`OJ QJ ^J o(hHoH^`OJQJo(hHHH^H`o(. ^`hH. L^`LhH.   ^ `hH. ^`hH. XLX^X`LhH. ((^(`hH. ^`hH. L^`LhH.^`OJQJo(hH^`OJ QJ ^J o(hHo  ^ `OJQJo(hH^`OJQJo(hHSS^S`OJ QJ ^J o(hHo##^#`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo  ^ `OJQJo(hH  ^ `OJQJo(hHxx^x`OJ QJ ^J o(hHoHH^H`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hHHH^H`o(. ^`hH. L^`LhH.   ^ `hH. ^`hH. XLX^X`LhH. ((^(`hH. ^`hH. L^`LhH.Hh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHHh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHH  ^ `OJQJo(hHH  ^ `OJQJo(hHHhh^h`OJ QJ ^J o(hHoH88^8`OJQJo(hHH^`OJQJo(hHH^`OJ QJ ^J o(hHoH^`OJQJo(hHHh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHH^`OJ QJ ^J o(hHoH  ^ `OJQJo(hHH  ^ `OJQJo(hHHxx^x`OJ QJ ^J o(hHoHHH^H`OJQJo(hHH^`OJQJo(hHH^`OJ QJ ^J o(hHoH^`OJQJo(hHhh^h`OJQJo(hH^`OJ QJ ^J o(hHopp^p`OJQJo(hH@ @ ^@ `OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHoPP^P`OJQJo(hHh ^`hH.h ^`hH.h  L ^ `LhH.h p p ^p `hH.h @@^@`hH.h L^`LhH.h ^`hH.h ^`hH.h L^`LhH.H 88^8`o(hH.H ((^(`hH.H L^`LhH.H   ^ `hH.H   ^ `hH.H hLh^h`LhH.H 88^8`hH.H ^`hH.H L^`LhH.hh^h`OJQJo(hH^`OJ QJ ^J o(hHopp^p`OJQJo(hH@ @ ^@ `OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHoPP^P`OJQJo(hHh ^`hH. ^`hH. pLp^p`LhH. @ @ ^@ `hH. ^`hH. L^`LhH. ^`hH. ^`hH. PLP^P`LhH.h ^`OJQJo(h ^`OJ QJ o(oh pp^p`OJQJo(h @ @ ^@ `OJQJo(h ^`OJ QJ o(oh ^`OJQJo(h ^`OJQJo(h ^`OJ QJ o(oh PP^P`OJQJo(hh^h`OJQJo(hH^`OJ QJ ^J o(hHopp^p`OJQJo(hH@ @ ^@ `OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHoPP^P`OJQJo(hHhh^h`OJQJo(hH^`OJ QJ ^J o(hHopp^p`OJQJo(hH@ @ ^@ `OJQJo(hH^`OJ QJ ^J o(hHo^`OJQJo(hH^`OJQJo(hH^`OJ QJ ^J o(hHoPP^P`OJQJo(hHH ^`o(hH.H^`OJQJo(hHH L^`LhH.H ` ` ^` `hH.H 0 0 ^0 `hH.H L^`LhH.H ^`hH.H ^`hH.H pLp^p`LhH.^`o(. ^`hH. pLp^p`LhH. @ @ ^@ `hH.Hh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hH L^`LhH. ^`hH. ^`hH. PLP^P`LhH.Hh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHH^`OJ QJ ^J o(hHoH  ^ `OJQJo(hHH  ^ `OJQJo(hHHxx^x`OJ QJ ^J o(hHoHHH^H`OJQJo(hHH^`OJQJo(hHH^`OJ QJ ^J o(hHoH^`OJQJo(hHHh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHHh^`4*56789:;<>*@B*CJEHH*KHOJQJRHdS*TXY(o(phwh*hHH  ^ `OJQJo(hHH  ^ `OJQJo(hHHhh^h`OJ QJ ^J o(hHoH88^8`OJQJo(hHH^`OJQJo(hHH^`OJ QJ ^J o(hHoH^`OJQJo(hH^`CJOJQJo(^`CJOJ QJ o(opp^p`CJOJQJo(@ @ ^@ `CJOJQJo(^`CJOJQJo(^`CJOJQJo(^`CJOJQJo(^`CJOJQJo(PP^P`CJOJQJo(h ^`hH. ^`hH. pLp^p`LhH. @ @ ^@ `hH. ^`hH. L^`LhH. ^`hH. ^`hH. PLP^P`LhH.!pn"$].T1Y=27f8%Qkkbp U xQ,rV!B<I}I#Ukvir8M HQHj}7:/RmGw) '9ad_/5 PYZIujr`!o 0.!!                           n        N                 7        N        Nn       N        n                          $X-        N                                                                       $        ֺA   N    N        N                  @Bo1+,g7 \zlK\zl\zl'\zl$ \zl/o\zlU>\zlI{ KL66f\zlSw\zl-\zlIi\zl5"\zl $\zl9%])E$h>)\zlT,&*\zldw*\zl1+Axm),KLOy,7jQ'.o"2=J4\zl7$(xCi48\zl: >>Xm0t>\zl{p>?\zl#Q@$(xCGQC\zl$(xC -qkuE\zlE\zl])EG\zlKL -q;)NqO -qpO\zl QO\zl4}FSjQ'.YfKLD,gXm;pi\zlj6j\zl\zlYB;BGCmC+E=E FaF8GqxHI \JwuJ9K$aK,L'bL]M]MNTN]Om1OpRSTTCVMV'W|fW]X!XC%X*ZE[R][3] G]|]WP_i[_*l_t_`9``fc72c)lcdYAeEfu+g5h=Fhj*l ilGmSmn n*)nHuno#jo~oJqhqzXqmqP*rmrrtvrFe0*Ui9H#dSns(sXNX [0>2[NF|;Xb  HRe28WA ;@XA=pOn&9M bl!jR _W8\!8:X^ySx[7RfLdPa,rxA$It^",c2 wvF'/XAgd1$c 249.`rfHk&90EUT6v\P&2U|2E^`Hz+q,1)+D_HS'XYg{BDUl5#$`p GkE`I = _"G(Ix$JgxsgC3$)1B 5$IK@    ~!~"~#~$~%~&~'()*L0L1L2L3L4L8L9L:L;L<L>L?L@LALBEFGHIMNOPQlmnopq҉ҊИ›@@@"H@(*,.02h@68:<>@@DF@NPRT@Z\^`@df@j@prtv@|~@@H@@Unknown G*Ax Times New Roman5Symbol3. *Cx Arial7.@Calibri?Wingdings 2;WingdingsU. Franklin Gothic Medium5. .[`)Tahoma;. *Cx Helvetica?= *Cx Courier NewA$BCambria Math"AhhkgtzB'kg< yH< yH!8x24 3QHPq 82 ! xx $Business Friendly Customer ServiceLGBusiness Friendly CS LGLeader Business FriendlyMary Anne Brooks Linda Baker!                           Oh+'0, 0      $(Business Friendly Customer ServiceLGBusiness Friendly CS LGMary Anne BrooksLeader Business FriendlyTFINAL - changes per meeting with Valerie on March 2, 2011. Ready to begin workbook.Normal Linda Baker3Microsoft Office Word@F#@( @)( @PCh< y՜.+,D՜.+,Tx   5LGV Phillips/N Friedman314-303-3144H %Business Friendly Customer ServiceLG Title`(V^j_PID_LINKBASE _PID_HLINKSAA # mailto:info@telephonedoctor.com# mailto:info@telephonedoctor.com  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~      !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~     Root Entry FP;h1TableݭWordDocument