2404418582溫泉度假村投訴處理操作規(guī)程

1、溫泉度假村投訴處理操作規(guī)程 一、各種投訴的處理程序：1、 處理賓客口頭投訴的程序：11當(dāng)有賓客投訴時(shí)，現(xiàn)場(chǎng)當(dāng)值員工要立即報(bào)告在場(chǎng)的當(dāng)值上司（主管以上），當(dāng)值上司立即到現(xiàn)場(chǎng)，視事情大小和性質(zhì)，能即時(shí)處理好的即時(shí)處理。否則要立即報(bào)告部門經(jīng)理由經(jīng)理盡快設(shè)法將客人引離營(yíng)業(yè)公共場(chǎng)所到一避靜處受理投訴（客人及時(shí)，可由當(dāng)事人或選一個(gè)代表同去）。12到達(dá)相對(duì)理想的地點(diǎn)后，要求客人坐下，并遞上禮貌茶。13認(rèn)真聆聽賓客投訴，必要時(shí)做些聽取意見的記錄，以示尊重和重視，理解和接受，并給予安慰。14在投訴過程中，如賓客大聲吵鬧或喧嘩，應(yīng)將投訴者與其余客人分開，避免眾口難應(yīng)影響他人，使客人感到公司對(duì)此投訴的重視。15當(dāng)聽

2、完客人的投訴后，要冷靜，表示理解和同情客人的感受，并表歉意。然后，快速思考，投身處地地考慮，分析客人的投訴內(nèi)容，是非焦點(diǎn)，并站在客人的立場(chǎng)上來(lái)揣測(cè)其意向，然后用一種引導(dǎo)客人回憶或假設(shè)的語(yǔ)言技巧，巧妙地闡明自己不同的觀點(diǎn)。讓客人認(rèn)同您的分析和觀點(diǎn)而不覺得您在反駁或與其爭(zhēng)辯。16把將要采取的措施告訴客人并征得客人的同意后予以實(shí)施，但千萬(wàn)不要向客人作不切實(shí)際的或權(quán)力以外的許諾。（要考慮到如果采取措施時(shí)會(huì)影響正常的營(yíng)業(yè)秩序或造成現(xiàn)場(chǎng)客人其它的負(fù)面影響時(shí)，可設(shè)法婉轉(zhuǎn)地改用其它方式和改變施措施的時(shí)間）17將采取措施的結(jié)果和處理意見告訴客人，如客人仍堅(jiān)持己見，向我們提出或要溫泉作出不合情、不合理、不合法的要

3、求或賠償時(shí)，受理投訴的人員應(yīng)再次禮貌地闡明自己的意見和原則或征求客人的意見，在自己的權(quán)限范圍內(nèi)作出禮貌或道義上象征性的補(bǔ)償和適當(dāng)而有效的讓步，以平息客人的投訴，取得客人的諒解和信任。如客人仍不接受，要報(bào)告上一級(jí)領(lǐng)導(dǎo)請(qǐng)示。2、處理客人信函投訴的程序：賓客的信函投訴一般是在賓客離店后用信函方式把意見反映給溫泉的形式，所以處理賓客的信函投訴時(shí)應(yīng)依據(jù)下列程序進(jìn)行。21仔細(xì)閱讀信函，了解投訴癥結(jié)22查找該賓客的登記時(shí)間或有助于了解情況的消費(fèi)資料。23查找與投訴有關(guān)的員工，調(diào)查事情經(jīng)過。24針對(duì)己發(fā)生的被投訴問題進(jìn)行分析處理，并將處理結(jié)果回函告知賓客，同時(shí)在信中致謝并表示對(duì)他再次沐浴溫泉的歡迎。25將投訴

4、信函和調(diào)查報(bào)告，處理意見整理歸檔交部門存檔。3、處理客人電話投訴的程序：電話投訴是一種不見面的口頭投訴方式，在處理電話投訴時(shí)應(yīng)特別注意措詞恰當(dāng)，語(yǔ)氣溫和親切，聲音適度和態(tài)度誠(chéng)懇，須遵循下列程序。31認(rèn)真耐心地聆聽賓客敘述，做好記錄，并用一定的語(yǔ)氣詞如“嗯、好”等表明自己在仔細(xì)聆聽，未聽明白的地方要適當(dāng)提問。32詢問并記錄投訴賓客的姓名、地點(diǎn)、人物、過程、結(jié)果及客人的要求與反應(yīng)要了解清楚。33詢問并記錄投訴賓客的姓名、鑰匙號(hào)或者地址、聯(lián)系電話等，以便處理后答復(fù)聯(lián)系。34如能當(dāng)場(chǎng)答復(fù)和處理的應(yīng)及時(shí)告知處理辦法，并盡快著手落實(shí)。35處理后要?dú)w檔交部門存放，并知會(huì)投訴者，了解反饋意見。4、對(duì)非正常投訴

5、的處理方法：41遇到賓客投訴不屬實(shí)的情況1）首先要代表地分析不屬實(shí)的情況是否賓客誤會(huì)，無(wú)意還是故意引起的。2）避免與賓客爭(zhēng)論是非，如果是賓客無(wú)意或誤會(huì)造成的，應(yīng)委婉地向賓客解釋?？梢赃m當(dāng)?shù)貙?duì)賓客表示歉意，因?yàn)闊o(wú)論如何，致使賓客情緒受了影響，以顧全賓客的自尊。3）再次征詢賓客的意見，表示將把服務(wù)質(zhì)量進(jìn)一步提高。4）如果是賓客存在故意造成，則就堅(jiān)持原則，委婉拒絕賓客的不恰當(dāng)要求，對(duì)賓客擺事實(shí)曉之以理（同時(shí)做好受委屈的員工的思想工作，擺正與賓客的關(guān)系，避免對(duì)賓客實(shí)施報(bào)復(fù)行為）。42遇到無(wú)理取鬧的賓客投訴1）遇到無(wú)理取鬧，往往出自自私狹隘的心理，無(wú)中生有，橫加指責(zé)，自身的道德修養(yǎng)和文化素質(zhì)較低等，對(duì)于

6、此類賓客要做到有禮有節(jié)，把握原則顧全大局，注意以下事項(xiàng)。2）明辨是非,堅(jiān)持原則,頭腦理智冷靜,反應(yīng)靈活3）講究禮貌禮節(jié),克制忍讓,先好言相勸,解釋事情矛盾,勸其自愛自制。4）正言相告，曉之以理，說(shuō)明行為影響后果，耐心勸說(shuō)。5）如賓客存心故意，且不聽勸告，則應(yīng)通知保安部門，但要注意保密和收拾證據(jù)，對(duì)賓客持禮以待，不要擴(kuò)大事態(tài)或影響他人。43遇到大發(fā)雷霆的賓客前來(lái)投訴1）耐心、冷靜、忍讓、以理解和同情的情緒傾聽賓客的宣泄，使其漸漸平靜和止怒。2）引導(dǎo)賓客說(shuō)明事情原委，在賓客抱怨過程中不作評(píng)論，以免火上加油，擴(kuò)大事態(tài)。3）對(duì)賓客表示歉意，表示重視此事以及向上級(jí)報(bào)告。4）在可以當(dāng)場(chǎng)處理的情況下應(yīng)及時(shí)解

7、決問題，否則應(yīng)盡快進(jìn)行調(diào)查了解并處理，外理結(jié)果應(yīng)知會(huì)客人。5）事情處理后恰當(dāng)?shù)赝ㄖ腿耍詈檬堑情T拜訪或采取贈(zèng)送小禮品方式扭轉(zhuǎn)客人印象。6）記錄部門存檔。二、處理客人投訴時(shí)要注意的事項(xiàng)1、處理客人投訴時(shí)，在責(zé)任沒有弄清楚之前，不可隨意表態(tài)，更不可隨意留下任何字據(jù)、證明等。2、在與客人的對(duì)話中，注意語(yǔ)氣要友好，態(tài)度要誠(chéng)懇柔中帶剛，不失原則要注意措詞，不讓投訴者抓住把柄和不利的字句。3、如客人投訴屬實(shí)，要立即來(lái)取補(bǔ)救措施，以平息客人的怒氣和怨氣。在事實(shí)未弄清楚之前，不要隨意表態(tài)或表示對(duì)不起等。以免客人認(rèn)為我們理虧承認(rèn)或默認(rèn)某些不明真相的事。4、在處理投訴時(shí)，即要設(shè)身處地為客人著想，又要維護(hù)公司的權(quán)

8、益和原則，不要作出不宜的盲目的讓步，要恰如其分，以免后患。5、處理投訴要快速、準(zhǔn)確、妥善。6、處理后要將詳情包括時(shí)間、地點(diǎn)、事件經(jīng)過、結(jié)果、牽連部門人員、客人姓名、鑰匙號(hào)等做好記錄、部門存檔。內(nèi)部資料，請(qǐng)勿外傳！9jwkffwvg#tym*jg&6a*cz7h$dq8kqqfhvzfedswsyxty#&qa9wkxfyeq!djs#xuyup2knxprwxma&ue9aqgn8xp$r#͑gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd

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24、um>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrww

25、cvr9cpbk!zn%mz849gxgjqvadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue

26、%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6

27、x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!

28、zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u

29、e9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh

30、5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%madnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&

31、ksv*adnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum&g

32、txrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3t

33、ngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3t

34、ngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5

35、pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4

36、ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%m

37、z849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!

38、z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv3tngk8!z89amywpazadnu#kn&m

39、uwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#

40、&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv

41、*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mzadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zv

42、kum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ks

43、v*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5

44、pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ng

45、pp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ng

46、pp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk

47、8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvk

48、um>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrr

49、wwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vs

50、tt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqvue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2z

51、vkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vs

52、tt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vs

53、tt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89

54、amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>

55、xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr

56、9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&k

57、sv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!