Return-Path: akhil@lsmindia.com
Received: from lsmindia.com (LHLO lsmindia.com) (124.124.47.212) by
 lsmindia.com with LMTP; Thu, 10 Oct 2013 06:15:06 +0530 (IST)
Received: from lsmindia.com (lsmindia.com [124.124.47.212])
	by lsmindia.com (Postfix) with ESMTP id 7BB334CA24C;
	Thu, 10 Oct 2013 05:58:38 +0530 (IST)
Date: Thu, 10 Oct 2013 05:58:28 +0530 (IST)
From: Akhil P Walia  <akhil@lsmindia.com>
To: saurabh Kumar <saurabh@lsmindia.com>, 
	"M. ramananda Singh" <ramananda@lsmindia.com>, 
	Rahul Kumar <rahulkumar@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, 
	"Kim B. Protacio" <kim@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	Gaurav Matpal <gaurav@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>
Message-ID: <24611282.12171381364908777.JavaMail.root@lsmindia.com>
Subject: Back to Basics?
MIME-Version: 1.0
Content-Type: multipart/alternative; 
	boundary="----=_Part_447_27566529.1381364908771"
X-Originating-IP: [124.124.47.210]
X-Mailer: Zimbra 5.0.14_GA_2850.UBUNTU8 (ZimbraWebClient - FF3.0 (Win)/5.0.14_GA_2850.UBUNTU8)

------=_Part_447_27566529.1381364908771
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: quoted-printable

Rama,=20

The long feedback below is actually reminder of very basic instructions. Wh=
at alternative questions can be asked when one of the primary security ques=
tion fails is part of EOT test assessment. Also, the word phrasing used in =
chat does not seem to show agent actually wants to assist, but more like a =
robot.=20

Saurabh needs refresher training on basics.=20
Please do not leave him alone on chats.=20
Gaurav: You need to ensure this when Rama has an off.=20

See feedback below.=20

Regards,=20
Akhil=20






Hi Akhil=20



Please can you give feedback to Stella on chat LTK11153016940891X, which wa=
s a simple forgot acc details query.=20



The player correctly gave his dob and sec answer, but gave a different addr=
ess.=20

Stella then asked the player =E2=80=9C Please try to remember your first li=
ne of home address. =E2=80=9D=20

I understand what Stella is trying to do here, but it is very poorly phrase=
d. The player lives at his house, of course he knows his address!=20



What Stella should have said is something like: =E2=80=9C we have a differe=
nt address registered, have you moved recently =E2=80=93 do you remember yo=
ur previous address?=E2=80=9D=20

This explains the situation clearly to the player, and hopefully will get t=
he correct information we need, instead of possibly insulting the player by=
 insinuating he doesn=E2=80=99t even know his own address.=20



Stella then went and asked the player when he last played, or last logged i=
n , to the month =E2=80=93 this was over 3 years ago, no one will remember =
that sort of exact detail to the month from 3 years ago.=20



If Stella had simply asked the player for his previous addresses, the chat =
could possibly have been finished in under 10 minutes, instead of taking 30=
 minutes without actually helping the player at all.=20





This seems to be a common problem that I notice with new agents over there =
=E2=80=93 there is often a general confusion about what to do if a player g=
ets one security question wrong, as well as a hesitancy to actually tell th=
e player one answer was wrong, and to ask him to have a another guess. Due =
to this, these chats often extend out for longer than necessary, so might b=
e something to be addressed in training of new agents.=20



If any security questions are wrong, the best alternative questions to ask =
are, in order:=20

- Last 4 digits of payment option (for cards and bank accounts etc)=20

- If the player can logon, what his real money balance is (not applicable i=
n this case)=20

- What payment option the player uses if not a card / bank acc=20

- Last game played, if player has played recently (not applicable in this c=
ase)=20

-=20

Only then should one go on to ask when he last played or opened the account=
 =E2=80=93 these are last ditch questions, as its very rare the player gets=
 it exactly right, and then judgement is needed whether players guess is cl=
ose enough to count.=20

Getting the player to mail us from his email address, as Stella did at the =
end, is a good option too.=20





Thanks=20

Russell=20




______________________________________________________________________=20
This email has been scanned by the Symantec Email Security.cloud service.=
=20
For more information please visit http://www.symanteccloud.com=20
______________________________________________________________________=20







=C3=A4 =E2=9C=8C h =E2=86=91 L=20


------=_Part_447_27566529.1381364908771
Content-Type: text/html; charset=utf-8
Content-Transfer-Encoding: quoted-printable

<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Verdana; font-size: 10pt; color: #003333'><font c=
olor=3D"#3333FF">Rama, <br></font><br><font color=3D"#3333FF"><font color=
=3D"#3333FF">The long feedback below is actually reminder of=20
very basic instructions. What alternative questions can be asked when=20
one of the primary security question fails is part of EOT test=20
assessment. Also, the word phrasing used in chat does not seem to show=20
agent actually wants to assist, but more like a robot.<br><br></font>Saurab=
h needs refresher training on basics.<br>Please do not leave him alone on c=
hats.<br>Gaurav: You need to ensure this when Rama has an off.<br><br>See f=
eedback below. <br><br>Regards,<br>Akhil</font><br><br><br><hr><br><!--[if =
gte mso 9]><xml>
 <w:WordDocument>
  <w:View>Normal</w:View>
  <w:Zoom>0</w:Zoom>
  <w:TrackMoves/>
  <w:TrackFormatting/>
  <w:PunctuationKerning/>
  <w:ValidateAgainstSchemas/>
  <w:SaveIfXMLInvalid>false</w:SaveIfXMLInvalid>
  <w:IgnoreMixedContent>false</w:IgnoreMixedContent>
  <w:AlwaysShowPlaceholderText>false</w:AlwaysShowPlaceholderText>
  <w:DoNotPromoteQF/>
  <w:LidThemeOther>EN-US</w:LidThemeOther>
  <w:LidThemeAsian>X-NONE</w:LidThemeAsian>
  <w:LidThemeComplexScript>X-NONE</w:LidThemeComplexScript>
  <w:Compatibility>
   <w:BreakWrappedTables/>
   <w:SnapToGridInCell/>
   <w:WrapTextWithPunct/>
   <w:UseAsianBreakRules/>
   <w:DontGrowAutofit/>
   <w:SplitPgBreakAndParaMark/>
   <w:EnableOpenTypeKerning/>
   <w:DontFlipMirrorIndents/>
   <w:OverrideTableStyleHps/>
  </w:Compatibility>
  <w:BrowserLevel>MicrosoftInternetExplorer4</w:BrowserLevel>
  <m:mathPr>
   <m:mathFont m:val=3D"Cambria Math"/>
   <m:brkBin m:val=3D"before"/>
   <m:brkBinSub m:val=3D"&#45;-"/>
   <m:smallFrac m:val=3D"off"/>
   <m:dispDef/>
   <m:lMargin m:val=3D"0"/>
   <m:rMargin m:val=3D"0"/>
   <m:defJc m:val=3D"centerGroup"/>
   <m:wrapIndent m:val=3D"1440"/>
   <m:intLim m:val=3D"subSup"/>
   <m:naryLim m:val=3D"undOvr"/>
  </m:mathPr></w:WordDocument>
</xml><![endif]-->

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">Hi Akhil</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">Please can
you give feedback to Stella on chat LTK11153016940891X, which was a simple
forgot acc details query.</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">The player
correctly gave his dob and sec answer, but gave a different address.</span>=
</p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">Stella then
asked the player <span style=3D"background-color: rgb(255, 0, 0);"><font co=
lor=3D"#FFFFFF">=E2=80=9C</font></span></span><span style=3D"background-col=
or: rgb(255, 0, 0);"><font color=3D"#FFFFFF"><span style=3D"font-size: 10pt=
; font-family: &quot;Tahoma&quot;,&quot;sans-serif&quot;;" lang=3D"EN-GB">P=
lease try to
remember your first line of home address.=E2=80=9D</span></font></span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">I understand what Stell=
a is trying to do
here, but it is very poorly phrased. The player lives at his house, of cour=
se
he knows his address!</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">What Stella should have=
 said is something
like: =E2=80=9C<font color=3D"#FFFFFF"><span style=3D"background-color: rgb=
(51, 204, 0);"> we have a different address registered, have you moved rece=
ntly =E2=80=93 do
you remember your previous address?=E2=80=9D</span></font></span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">This explains the situa=
tion clearly to the
player, and hopefully will get the correct information we need, instead of
possibly insulting the player by insinuating he doesn=E2=80=99t even know h=
is own
address.</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Stella then went and as=
ked the player when
he last played, or last logged in , to the month =E2=80=93 this was over 3 =
years ago,
no one will remember that sort of exact detail to the month from 3 years ag=
o.</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">If Stella had simply as=
ked the player for
his previous addresses, the chat could possibly have been finished in under=
 10
minutes, instead of taking 30 minutes without actually helping the player a=
t
all.</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">This seems to be a comm=
on problem that I
notice with new agents over there =E2=80=93 there is often a general confus=
ion about
what to do if a player gets one security question wrong, as well as a hesit=
ancy
to actually tell the player one answer was wrong, and to ask him to have a
another guess. Due to this, these chats often extend out for longer than ne=
cessary,
so might be something to be addressed in training of new agents.</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">If any security questio=
ns are wrong, the
best alternative questions to ask are, in order:</span></p>

<p class=3D"MsoListParagraph" style=3D"margin-left:21.0pt;text-indent:-.25i=
n;
mso-list:l0 level1 lfo1"><span style=3D"background-color: rgb(255, 255, 102=
);"><span style=3D"font-size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sa=
ns-serif&quot;;mso-fareast-font-family:
Tahoma;color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB"><span style=3D"m=
so-list:Ignore">-<span style=3D"font:7.0pt &quot;Times New Roman&quot;">&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span style=3D"font-=
size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Last 4 digits of paymen=
t option (for cards
and bank accounts etc)</span></span></p><span style=3D"background-color: rg=
b(255, 255, 102);">

</span><p class=3D"MsoListParagraph" style=3D"margin-left:21.0pt;text-inden=
t:-.25in;
mso-list:l0 level1 lfo1"><span style=3D"background-color: rgb(255, 255, 102=
);"><span style=3D"font-size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sa=
ns-serif&quot;;mso-fareast-font-family:
Tahoma;color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB"><span style=3D"m=
so-list:Ignore">-<span style=3D"font:7.0pt &quot;Times New Roman&quot;">&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span style=3D"font-=
size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">If the player can logon=
, what his real
money balance is (not applicable in this case)</span></span></p><span style=
=3D"background-color: rgb(255, 255, 102);">

</span><p class=3D"MsoListParagraph" style=3D"margin-left:21.0pt;text-inden=
t:-.25in;
mso-list:l0 level1 lfo1"><span style=3D"background-color: rgb(255, 255, 102=
);"><span style=3D"font-size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sa=
ns-serif&quot;;mso-fareast-font-family:
Tahoma;color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB"><span style=3D"m=
so-list:Ignore">-<span style=3D"font:7.0pt &quot;Times New Roman&quot;">&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span style=3D"font-=
size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">What payment option the=
 player uses if not
a card / bank acc</span></span></p><span style=3D"background-color: rgb(255=
, 255, 102);">

</span><p class=3D"MsoListParagraph" style=3D"margin-left:21.0pt;text-inden=
t:-.25in;
mso-list:l0 level1 lfo1"><span style=3D"background-color: rgb(255, 255, 102=
);"><span style=3D"font-size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sa=
ns-serif&quot;;mso-fareast-font-family:
Tahoma;color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB"><span style=3D"m=
so-list:Ignore">-<span style=3D"font:7.0pt &quot;Times New Roman&quot;">&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span style=3D"font-=
size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Last game played, if pl=
ayer has played
recently (not applicable in this case)</span></span></p>

<p class=3D"MsoListParagraph" style=3D"margin-left:21.0pt;text-indent:-.25i=
n;
mso-list:l0 level1 lfo1"><span style=3D"font-size:10.0pt;font-family:&quot;=
Tahoma&quot;,&quot;sans-serif&quot;;mso-fareast-font-family:
Tahoma;color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB"><span style=3D"m=
so-list:Ignore">-<span style=3D"font:7.0pt &quot;Times New Roman&quot;">&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span style=3D"font-=
size:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Only then should one go=
 on to ask when he
last played or opened the account =E2=80=93 these are last ditch questions,=
 as its very
rare the player gets it exactly right, and then judgement is needed whether
players guess is close enough to count.</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Getting the player to m=
ail us from his
email address, as Stella did at the end, is a good option too.</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Thanks</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:&quot;Ta=
homa&quot;,&quot;sans-serif&quot;;
color:black;mso-ansi-language:EN-GB" lang=3D"EN-GB">Russell</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:&quot;Ti=
mes New Roman&quot;,&quot;serif&quot;;
mso-fareast-font-family:&quot;Times New Roman&quot;;mso-ansi-language:EN-GB=
" lang=3D"EN-GB"><br>
______________________________________________________________________<br>
This email has been scanned by the Symantec Email Security.cloud service.<b=
r>
For more information please visit <a href=3D"http://www.symanteccloud.com">=
http://www.symanteccloud.com</a><br>
______________________________________________________________________</spa=
n></p>

<!--[if gte mso 9]><xml>
 <w:LatentStyles DefLockedState=3D"false" DefUnhideWhenUsed=3D"true"
  DefSemiHidden=3D"true" DefQFormat=3D"false" DefPriority=3D"99"
  LatentStyleCount=3D"267">
  <w:LsdException Locked=3D"false" Priority=3D"0" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Normal"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"heading 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 7"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 8"/>
  <w:LsdException Locked=3D"false" Priority=3D"9" QFormat=3D"true" Name=3D"=
heading 9"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 7"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 8"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" Name=3D"toc 9"/>
  <w:LsdException Locked=3D"false" Priority=3D"35" QFormat=3D"true" Name=3D=
"caption"/>
  <w:LsdException Locked=3D"false" Priority=3D"10" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Title"/>
  <w:LsdException Locked=3D"false" Priority=3D"1" Name=3D"Default Paragraph=
 Font"/>
  <w:LsdException Locked=3D"false" Priority=3D"11" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Subtitle"/>
  <w:LsdException Locked=3D"false" Priority=3D"22" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Strong"/>
  <w:LsdException Locked=3D"false" Priority=3D"20" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Emphasis"/>
  <w:LsdException Locked=3D"false" Priority=3D"59" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Table Grid"/>
  <w:LsdException Locked=3D"false" UnhideWhenUsed=3D"false" Name=3D"Placeho=
lder Text"/>
  <w:LsdException Locked=3D"false" Priority=3D"1" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"No Spacing"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1 Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2 Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1 Accent 1"/>
  <w:LsdException Locked=3D"false" UnhideWhenUsed=3D"false" Name=3D"Revisio=
n"/>
  <w:LsdException Locked=3D"false" Priority=3D"34" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"List Paragraph"/>
  <w:LsdException Locked=3D"false" Priority=3D"29" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Quote"/>
  <w:LsdException Locked=3D"false" Priority=3D"30" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Intense Quote"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2 Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1 Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2 Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3 Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid Accent 1"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3 Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid Accent 2"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3 Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid Accent 3"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3 Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid Accent 4"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3 Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid Accent 5"/>
  <w:LsdException Locked=3D"false" Priority=3D"60" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Shading Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"61" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light List Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"62" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Light Grid Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"63" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 1 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"64" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Shading 2 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"65" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 1 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"66" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium List 2 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"67" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 1 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"68" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 2 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"69" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Medium Grid 3 Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"70" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Dark List Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"71" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Shading Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"72" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful List Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"73" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" Name=3D"Colorful Grid Accent 6"/>
  <w:LsdException Locked=3D"false" Priority=3D"19" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Subtle Emphasis"/>
  <w:LsdException Locked=3D"false" Priority=3D"21" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Intense Emphasis"/>
  <w:LsdException Locked=3D"false" Priority=3D"31" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Subtle Reference"/>
  <w:LsdException Locked=3D"false" Priority=3D"32" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Intense Reference"/>
  <w:LsdException Locked=3D"false" Priority=3D"33" SemiHidden=3D"false"
   UnhideWhenUsed=3D"false" QFormat=3D"true" Name=3D"Book Title"/>
  <w:LsdException Locked=3D"false" Priority=3D"37" Name=3D"Bibliography"/>
  <w:LsdException Locked=3D"false" Priority=3D"39" QFormat=3D"true" Name=3D=
"TOC Heading"/>
 </w:LatentStyles>
</xml><![endif]--><!--[if gte mso 10]>
<style>
 /* Style Definitions */
 table.MsoNormalTable
=09{mso-style-name:"Table Normal";
=09mso-tstyle-rowband-size:0;
=09mso-tstyle-colband-size:0;
=09mso-style-noshow:yes;
=09mso-style-priority:99;
=09mso-style-parent:"";
=09mso-padding-alt:0in 5.4pt 0in 5.4pt;
=09mso-para-margin:0in;
=09mso-para-margin-bottom:.0001pt;
=09mso-pagination:widow-orphan;
=09font-size:10.0pt;
=09font-family:"Times New Roman","serif";}
</style>
<![endif]--><br><div><div><div><div><div><div><div><font size=3D"6" face=3D=
"times new roman, new york, times, serif"><u><span style=3D"font-weight: bo=
ld; color: rgb(255, 0, 0);"><span style=3D"line-height: 33px; background-co=
lor: rgb(255, 255, 255);"><span style=3D"color:#1F497D">=C3=A4</span></span=
></span><b><font size=3D"7"><span style=3D"color: rgb(31, 73, 125); backgro=
und: none repeat scroll 0% 0% white;">=E2=9C=8C</span></font><font size=3D"=
5"><span style=3D"color: rgb(31, 73, 125); background: none repeat scroll 0=
% 0% white;">h</span></font></b><font size=3D"5"><span style=3D"color:#1F49=
7D;mso-themecolor:
text2"></span><span style=3D"font-weight: bold; color: rgb(255, 0, 0);"></s=
pan></font><b><span style=3D"color: rgb(255, 0, 0);">=E2=86=91</span></b><f=
ont size=3D"5"><b><span style=3D"color: rgb(31, 73, 125);"></span><span sty=
le=3D"color: rgb(31, 73, 125);">L</span></b></font></u></font><br></div></d=
iv></div></div></div></div></div><br></div></body></html>
------=_Part_447_27566529.1381364908771--
