Customer Relationship Excellence Awards

 

International Customer Relationship Excellence Awards and

China Customer Relationship Excellence Awards

are Now Open to Nomination and Application! (NEW!)

REGISTRATION / NOMINATION

For more information, please refer to

International CRE Awards website

China CRE Awards website

China Sourcing Summit Press Release

 

International CRE Awards Dinner Ceremony Highlight

 

2017 CRE Awards Winners Corporate & Individual Photo

Hong Kong, China – June 15th, 2018 – At the 2018 International CRE Awards Dinner Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 2017 Customer Relationship Excellence Awards (CRE Awards)They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS),  public webvoting and a final round of judging by a panel of customer relationship excellence experts.

Check out the Highlight Video on YouTube / Youku    Click here for Press Release: English/中 文

 

The Most Important Asia Pacific Award of its Kind 2017 Winner's list
The goal of the CRE Awards is to promote service quality and customer relationship excellence in international cities across Asia Pacific and to recognize companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

The CRE Awards 2018 Welcome Pack will be downloaded from the following link:

CRE Awards 2018 Welcome Pack

 

REGISTRATION / NOMINATION

 

The CRE Awards Supplement:

 

18 July 2018 Hong Kong Economic Times (2018 International CRE Awards Supplement (10 Pages), APCSC 20th Anniversary Congratulations & Pre-event 1, 2, 3, 4)

18 July 2017 The Standard (2017 International CRE Awards Supplement (6 Pages), & Pre-event)

All Newspaper and Supplements

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Customer Loyalty Award Forum 2018

Hong Kong, China – March 8-9, 2018 -- The Asia Pacific Customer Service Consortium (APCSC) organized The 16th International Customer Loyalty Award Forum (the Forum) for Asia Pacific business communities, member companies with a two-day program consisted of the Business Case Presentations from the International Customer Relationship Excellence Awards (CRE Awards) participants co-organized by The Open University of Hong Kong (OUHK) and China Telecom Global Limited. The presentations are part of the CRE Awards assessment process.

Customer Loyalty Award Forum 2018 Photo Gallery                  Press Release ENG/中文

Key to Achieve Customer Relationship Excellence -

Hang Lung Properties Limited
 

In this knowledge email, we would like to share how Hang Lung Properties Limited, the winner of 2017 Customer Relationship Excellence Awards in the category of "Corporate Social Responsibility Leadership of the Year (Property Management)","Corporate Employer of the Year (Property Management)","Employee Engagement Program of the Year (Property Management)","Customer Satisfaction Quality System of the Year (Property Management)","People Development Program of the Year (Property Management)","Best Use of Technology of the Year (Property Management)", "Best Use of Knowledge Management of the Year (Property Management)" and "Best Social Media Program of the Year (Property Management)", achieves Customer Relationship Excellence (CRE) Awards for 6 Consecutive Years.

  • Core values

  • Hang Lung Star Service

  • Strengthen Customer Service Training Program

  • Emerald Award

  • Conducts customer service audits periodically

  • Participate in international events

Read More

Hang Lung Properties Limited received the trophies and certificates of 2017
International CRE Awards and 5+ Consecutive Years certificate.

ENG / 中文

Customer Service Quality Standard (CSQS)

The Customer Service Quality Standard (CSQS) has been developed in conjunction with the Asia Pacific Customer Service Consortium and research members from The University of Hong Kong, lead by Professor George Huang to assess the overall service quality, best practice compliance and performance of the customer service operation as well as the entire service organization. It is the most comprehensive certification dedicated to a robust customer centric world class service framework awarded to organizations that excel in customer relationship excellence.

 

Henderson Land Group and Hang Lung Properties
Honored with CSQS Certification Distinction from APCSC

 

Senior Executives from Henderson Land Group and Hang  Lung Properties received CSQS Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – June 15, 2018 -- The Asia Pacific Customer Service Consortium (APCSC) presents the International Customer Service Quality Standard (CSQS) site certificate to Henderson Land Group Property Management Department (Hang Yick, Well Born and H-Privilege) and Hang Lung Properties Limited in recognition of their achievements and high level of compliance to CSQS in 2018. Customers of the properties, property management sectors will experience higher quality and professional customer service standard.

Press Release: ENG/中文

People Site Certification

The People Site Certification (PSC) is awarded to organizations that have over ninety percent of their Customer Service and Contact Center staff certified under APCSC’s Global Certification program, which includes Certified Contact Center / Customer Service Center Manager (CCCM)/(CSCM), Certified Contact Center Supervisor (CCCS) and Certified Contact Center Professional (CCCP) and others.

 

 

Press Release:

Mead Johnson Nutrition (Hong Kong) Ltd receive the People Site Certification award

Quality HealthCare Medical Services Ltd receive the People Site Certification award

Market Leaders Awarded with People Site Certification from APCSC

Delegates from Mead Johnson and Quality HealthCare Medical Services Ltd., received People Site Certificate and Trophy from Mr. Jason Chu, Chairman of APCSC

 

Hong Kong, China, 14 June 2018 – Two leading companies have been awarded the People Site Certification (PSC) from Asia Pacific Customer Service Consortium (APCSC), in recognition of their people development and commitment in providing world-class professional services covering Hong Kong, Asia Pacific markets.

 

Press Release: ENG/中文

HK International CRE Innovation Expo Awards

APCSC & HKCSC Present the Expo Innovation Awards at the 7th HK International CRE & Innovation Expo

Ms. Viola Lam, Founder & CEO of Find Solution Ai (middle) and Ms. Ada Ng, Marketing Manager of Continuous Technologies (right) received The Expo Innovation Awards Certificate and Trophy

 from Mr. Jason Chu, Chairman of APCSC

Hong Kong, June 14, 2018 – The 7th Hong Kong International Customer Relationship Excellence (CRE) & Innovation Expo Awards focused on the theme of Big Data, Mobile, Digital, Social & Cloud, CRM, contact center, BPO, eCom & Artificial Intelligence. International keynote speakers addressed the expo theme with their enterprise innovation case studies to contribute to the frontier of the big data, AI, digital, mobile, and Internet Plus economy.

Press Release: ENG/中文

Global Certification Program

CCSM Class Photo on Oct 25-28  2011

Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.

 

Selected courses provided by Hong Kong Customer Service Consortium are registered as reimbursable programs under the Continuing Education Fund (CEF):

Certificate in Customer Service Management (CCSM)

Certificate in Service Excellence Leadership (CSEL)

Certificate in Professional Customer Service (CPCS)

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On Site Training in Malaysia

CCSA and CCCM On Site Training in Malaysia

APCSC has conducted a CCSA and CCCM On Site Training in Malaysia in February. Some well-know universities in Malaysia, e.g. INTI University College, APIIT/UCTI,Malaysian Maritime Academy Sdn Bhd, HELP University College, International College of Music, TAFE College, HELP University College, HELP International College of technology, KBU International College, International Medical University, KDU College have attended the on site training.

BIC CRM Benchmarking

APCSC Presents DBS Bank (Taiwan) with the Best-in-Class Certification

Ms. Amy Lee, Vice President, Customer Care, from DBS Bank Taiwan, received Best-in-Class  Certification from Mr. Jason Chu, Chairman of APCSC

Hong Kong, China – June 13, 2012 The Asia Pacific Customer Service Consortium (APCSC) presents the Best-in-Class Certification during the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Leadership Summit to DBS Bank (Taiwan) Ltd. DBS Bank (Taiwan) Ltd has performed well in the Best-in-Class CRM Contact Center Benchmarking Program, which is organized by APCSC annually, and receives the Best-in-Class Certification in the area of Integrated Financial Service Management. Press Release: ENG/中文

Customer Care Excellence Best Practices Study Mission

Hong Kong, 23-24 January 2014 – organized by the Asia Pacific Customer Service Consortium (APCSC) in Hong Kong, the Customer Care Excellence Best Practices Study Tour (the Study Tour) delegates visited several Customer Relationship Excellence Awards (CRE Awards) winners, the leading companies in Hong Kong. The purpose of this study tour is to examine, study and exchange information of support/service related subjects between Asian excellent support centers and Abu Dhabi Department of Transport (DoT). Press Release: ENG

Asia Pacific Customer Service Contact Center (CSCC) Salary & HR Policy & Retention Survey

Asia Pacific Customer Service Consortium (APCSC) organizes this Compensation & Retention Strategy Benchmarking Program to provide human resources intelligence for contact centers in the region. The objective is to reduce staff turnover rate and to elevate the customer service quality and productivity in the region. Market data and analysis on the benchmark data are prerequisites for a competitive compensation policy that can effectively reduce staff turnover.

 

Reference Date: 1 Jan & 1 July Fee: HKD25,000 or

Reference Date: 1 Jan Fee: HKD15,000 The Information can be downloaded from here

Membership

APCSC has members serving different client segments, and delivering services in different formats and settings. Because of this diversity, participants will be stimulated and inspired to revolutionize their services. Companies can learn from one another.
The objective is to find solutions that member companies can adapt for use in their own business contexts, so that together we may:
• Learn faster from the best practices of other companies across industry, and
• Pool resources to innovate where no one has yet found an acceptable solution.

 

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Education Partners

Reinventing Loyalty and Retention Workshop

Photos of participants of Reinventing Loyalty and Retention Workshop

APCSC has conducted a Reinventing Loyalty and Retention Workshop in Kula Lumper in April. Leading companies from different industries in Malaysia, e.g. POS Malaysia, Plus Expressways Berhad, Esso Malaysia, AmAssurance Berhad, AmBank (M) Berhad, Proton Edar Sdn Bhd, Boustead Petroleum, Maybank and etc., have attended the informative workshop.

 

Global Certification Program
Our Global Certification has been adopted by leading corporations throughout the regions. Our certification enables organizations to build World-Class Customer Service Standards. The certifications are recognized in the region and are endorsed by local universities as well as international bodies.
Selected courses provided by Hong Kong Customer Service Consortium:
Certified Customer Service Analyst and Auditor
(CCSA)

Certified Contact Center Manager (CCCM)
Certificate in Customer Service Management
(CCSM) (Course Code: 21C04911-5)
Register 3 or more delegates to take advantage of our Premier Plus savings of 10% per delegate.

Messages from Market Leaders

Messages from Government Organizations & other Associations
Mr. Edward Yau Tang-wah, GBS, JP
Secretary
Commerce and Economic Development
HKSAR Government
    MORE
Customer Testimonials

Many leading organisations throughout Asia Pacific are familiar with APCSC's high quality Certification courses. The next sessions are detailed below. Join us for a World-Class experience and start improving your service quality.

  • "CRM proposition and benefits are the most valuable topics to me from the course. The instructor can effectively share the real and practical experience."
  • "This (CRMD) is a very structured and comprehensive class that allows experience and knowledge sharing. The facilitator is most effective in giving examples to illustrate ideas."
  • "The most valuable topics to me were process improvement, problem solving and managing performance. The instructor is effective in sharing the real cases and real projects during the class."
  • "I found the most valuable parts of the training were CSQS and case sharing. The instructor is knowledgeable and familiar with all the topics. He is active listening and can answer all the enquiries effectively. I hope the training will continue to keep small group, which is better than large group studying."
  • "Process Management and CSQS are the most valuable topics to me from the course. Real business samples demonstrate the effectiveness of CSQS introduction."
  • "What were the most valuable topics? To me, the answers were managing people and customer service centre analysis. The instructor was very effective in explaining by using real case and experience more adaptable and implementable for the organization and team. This course helps me to understand broadly the customer service and quality standard and enables me to apply to my team."
  • "In this event, Process improvement & solution and Root cause analysis were the most valuable part. Live case sharing is the most effective about the instructor. By providing real cases and examples, it enables me to gain better understanding."
  • "It is good & excellent to implement for our work. I can discover that our company has not so much gap with the CS standard at all. The content was so comprehensive and applicable to my work. Process Improvement, Problem Solving and Quality Assurance are the most valuable topics to me. The instructor can explain in real example and story for sharing."
  • "The most valuable topics to me were Performance Management and Management Responsibility. I am glad to learn the evolved & updated CSQS Standard."
  • "Managing People & CSQS was the most valuable topic to me. It was great for the example sharing with asking questions, like using a Lanecome Case as example."
  • "Customer Relationship Management and Root Cause Analysis were the most valuable topics to me. It was very useful and professional knowledge. Thank you."
  • "The most valuable topics were Operations Management, Coaching and CRM. The instructor could have the explanation with good examples."
  • "Topic is interesting and relevant to my job, good trainer with good interaction to students. CSQS Standard and CRM are the most valuable to me."
  • "Process Improvement, Problem Solving and How to motivate the team was the most valuable topic to me. The instructor has much knowledge of the industry. It was very relevant to the field I am in. It was useful for set standard."
  • "The most valuable topic to me was CSQS. The instructor can effectively understand questions and give answers."
  • "The most valuable topic to me was managing people. It's a great experience during the course."
  • "The standard of CSQS was the most valuable topic to me. The instructor is active and interesting. It's very useful to know more about an international standard of customer service. It was a very pleasant and valuable experience for me attending the CCSM Class. It has inspired me a lot and I will definitely apply to my team management. Thank you for your inspiring and coaching!"
  • "The topics CSQS & workflow improvement are most valuable to me. The instructor is knowledgeable, time effective and able to provide many examples & case studies of other companies. The course gives me more insights of customer service management."

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 CRE & CSQS ROUNDTABLE

Shenzhen July 31, 2018

Co-Organizer: Shenzhen Gas Corporation

Theme: Artificial and Intelligent Customer Service Big Data Marketing

Jason Chu

Chairman

APCSC

Li Shutao
GM,
Customer Service Management
Shenzhen Gas Corporation Ltd

Liu Zhengfeng
Director , Experience Department

Customer Marketing Center
Shenzhen Airlines

Edward Xia

Managing Director

JLL, Shenzhen

 

Wang Ying

Deputy Director
Business Call Center
China Telecom Shenzhen Branch

 

Liao Daili

Chairman
 Shenzhen Call Center Industry Association

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Artificial and Intelligent Customer Service Big Data Marketing

Mr. Shutao LiGeneral Manager, Customer Service Management, Shenzhen Gas Corporation Ltd

Topic: TBC

Mr. Liu Zhengfeng, Director of Experience Department,Customer Marketing Center,Shenzhen Airlines

Mr. Edward Xia, Managing Director, JLL (Shenzhen)

Ms. Wang Ying, Deputy Director, Business Call Center, China Telecom Shenzhen Branch

Ms. Liao Daili, Chairman,Shenzhen Call Center Industry Association

Mr. Paul Su, General Manager, Customer Service , TCL

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or RMB$200 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: 深圳市福田区上梅林梅坳一路268号深燃大厦14楼

 

u    What are CEO focuses to achieve sustainable performance growth with successful customer experience management in the new economy?

u    How to create more business, products and service mobile O2O opportunities?

u    What are the strategic CRE initiatives from different Industry Leaders and immediate past CRE Awards winners?

u    Business Innovation model from Hong Kong, China, Asia Pacific and Western World

u    How do Customer Experience, Technology and Corporate Social Responsibility create strategic value in the current business environment?

 

Guangzhou August 2, 2018

Co-Organizer:  China Telecom Guangzhou Branch

Theme: Artificial and Intelligent Customer Service Big Data Marketing

Jason Chu

Chairman

APCSC

Shen Bo

Deputy GM

BEST TONE Information Service Center

China Telecom

Guangzhou Branch

Yang shuran

Senior Consultant

Netease Hangzhou

Research Academy

Qin Yanlan

Director

Xinbang Express

Liu Xiuhua

 Senior Director of Information Services

Infinitus

 

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Artificial and Intelligent Customer Service Big Data Marketing

Mr. Shen Bo, Deputy General Manager, BEST TONE Information Service Center, China Telecom Corporation Limited Guangzhou Branch

Ms. Yang Shuran, Senior Consultant, Netease Hangzhou Research Academy

Ms. Qin Yanlan, Director of the customer service department, Xinbang Express

Ms. Liu Xiuhua, Senior Director of Information Services, Infinitus

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or RMB$200 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: 天河路525號中國電信廣州天河分公司互聯網+基地

 

Hong Kong August 14, 2018

Co-Organizer:  HKU SPACE Executive Academy

Theme: Artificial Intelligent and Human Customer Service, Sales and Marketing

Jason Chu

Chairman

APCSC

Bryan Ng

Senior Programme Director

HKU SPACE Executive Academy

Sudesh Thevasenabathy Head of Customer Care Management
AXA Hong Kong

Susan Pollock

Senior Vice President, Teleperformance

 

Speaker & Panelists:

Mr. Jason Chu, Chairman, APCSC, CRE Awards Panel of Judge

Topic: Artificial Intelligent and Human Customer Service, Sales and Marketing

Mr. Bryan Ng, Senior Programme Director, HKU SPACE Executive Academy

Mr. Sudesh Thevasenabathy, Head of Customer Care Management, AXA Hong Kong

Ms. Susan Pollock, Senior Vice President, Teleperformance

Ms. Carrie Law, CEO & Director, Juwai.com

Mr. Zen Pin LIOW, General Manager Greater China and ASEAN, Concentrix

Mr. Jacob Wai, Chief Data Officer, MoneySQ

Ms. Bhavya Siddappa, Global PR Manager, Huawei Honor

Other Speakers and Panelists will be confirmed soon

Fee:

FREE of Charge with online registration, or HKD$220 non-member at the door

Organizer: Asia Pacific Customer Service Consortium

Time: 2:00pm - 5:00pm

Venue: 3/F, Admiralty Centre, 18 Harcourt Road, Admiralty, Hong Kong

 

Beijing CRE & CSQS Roundtable
May 18, 2018

Phnom Beijing – May 18, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Teleperformance China. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services Experience, has attracted C-level executives and directors from cross industries including  insurance, banking, information technology, telecommunications, outsourcing Service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Beijing to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese

Phnom Penh CRE & CSQS Roundtable
May 2, 2018

Phnom Penh – May 2, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Manulife Cambodia. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services Experience, has attracted C-level executives and directors from cross industries including  insurance, banking, information technology, telecommunications, outsourcing Service, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Phnom Penh to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: English
Kuala Lumpur CRE & CSQS Roundtable
April 11, 2018

Kuala Lumpur – April 11, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with China Telecom Guangzhou Branch. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services  Economy, has attracted C-level executives and directors from cross industries including  information technology, telecommunications, outsourcing Service, insurance, banking, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Kuala Lumpur to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: English
Guangzhou CRE & CSQS Roundtable
April 11, 2018

Guangzhou – April 11, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with China Telecom Guangzhou Branch. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services  Economy, has attracted C-level executives and directors from cross industries including  information technology, telecommunications, outsourcing Service, insurance, banking, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Guangzhou to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese
Shenzhen CRE & CSQS Roundtable
April 9, 2018

Shenzhen – April 9, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Shenzhen Gas. The CRE & CSQS Roundtable, with the theme of Big Data, New-tech, Intelligent Applications Innovate Customer Services   Experience, has attracted C-level executives and directors from cross industries including  public service, information technology, telecommunications, outsourcing Service, insurance, banking, property, direct marketing, e-commerce, logistics, retail, entertainment, financial, healthcare, and media sectors from Shenzhen to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese
Shanghai CRE & CSQS Roundtable
March 23, 2018

Shenzhen – March 23, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with  Casco. The CRE & CSQS Roundtable, with the theme of “The Opportunity and Challenge of Internationalization faced by Chinese Top Enterprises under the Strategy of “One Belt, One Road””, has attracted C-level executives and directors from cross industries including insurance, banking, property, telecommunications, direct marketing, e-commerce, logistics, retail, information technology, entertainment, financial, healthcare, and media sectors from Shanghai to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese
Taipei CRE & CSQS Roundtable
January 26, 2018

Taipei – January 26, 2018 – Asia Pacific Customer Service Consortium (APCSC) held the Customer Relationship Excellence (CRE) & Customer Service Quality Standard (CSQS) Roundtable together with Regus Taipei. The CRE & CSQS Roundtable, with the theme of “Big Data New Retail The Innovative Strategy of Sharing Platform”, has attracted C-level executives and directors from cross industries including insurance, banking, property, telecommunications, direct marketing, e-commerce, logistics, retail, information technology, entertainment, financial, healthcare, and media sectors from Taipei to explore innovation and shape leadership in Customer Relationship Excellence and Service Quality in order to elevate Service Standard in the industry.

Press Release: Chinese

FREE 3-month Individual Membership

Want to get free tips about customer service industry or tip of the month, we invite you to try a FREE 3-month Individual Membership, with no obligation. Please complete the membership registration page and select the TRIAL option from the membership type drop-down box. http://www.apcsc.com/HKCSC/membership/membership.htm

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