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Envelope-to: griffinl@delasallecenter.org
Delivery-date: Tue, 14 Oct 2025 20:14:28 +0700
Date: Tue, 14 Oct 2025 08:13:41 -0500
From: Ronnie Titus <ronnie.titus@serviceskillsonline.com>
Reply-To: ronnie.titus@serviceskillsonline.com
To: griffinl@delasallecenter.org
Message-ID: <1760447621446.47e72492-538d-4e5d-8dbf-69f2d3d85120@bf04x.hubspotemail.net>
Subject: Dealing with upset customers?
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Give all employees the training they need to de-escalate difficult customer=
s!

When Customers Explode De-escalation Strategies for Your Team (2) (https://=
email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/VVX23Y5lKyjbW3qBQyr8V6n-9W19=
7v5Z5DF0wrN2z6H2Y3prCCW7Y8-PT6lZ3l-W3_xH9B1y76QDN16bJWXLzbTfW6VDdXx4x2dVsW8=
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0gn3W95jzw385pKKxW52M-jy2CRN4CVvdp221sM5fNW4mYLm88FdKlNW1Zkjhs4C5Ljdf5m64NP=
04 )

Give everyone on the team the tools they need to defuse difficult customer =
situations!

Welcome to customer service in 2025, where patience is scarce and demands a=
re high. For small business owners, this isn=E2=80=99t just uncomfortable=
=E2=80=94it=E2=80=99s a daily reality that can drive away good employees, d=
amage team morale, and even put your business at risk if handled poorly.

The good news? De-escalation is a learnable skill. And when your entire tea=
m knows how to handle angry customers without taking it personally or retal=
iating, you create a resilient, confident workforce that can weather any st=
orm. This post includes the 7 de-escalation steps you can share with your t=
eam, along with our 4-step action plan you can implement today.

Start Now
(https://email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/VVX23Y5lKyjbW3qBQyr=
8V6n-9W197v5Z5DF0wrN2z6H1s5m_5PW50kH_H6lZ3kMW8BWZ8D3HKQGsW4ntSMW6X0C9vW3Bh6=
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V1PJgf5N6hQl04 )

Telephone Doctor Customer Service Collection

Telephone Doctor=C2=AE Collection is America=E2=80=99s favorite customer se=
rvice training series and covers the full spectrum of customer care, client=
 retention and customer service skills. How to Handle Irate Customers is a =
popular topic in this collection and includes a highly effective four-point=
 plan for conflict resolution by calming irate customers and maximizing the=
ir situation. Trainees will first learn that irate calls are nothing person=
al. The customer is upset at a problem, not at the CSR.

We invite you to watch and share this video (https://email.serviceskills.co=
m/e3t/Ctc/LW+113/cxTRp04/VVX23Y5lKyjbW3qBQyr8V6n-9W197v5Z5DF0wrN2z6H1s5m_5P=
W50kH_H6lZ3kNW1CFc4m8xKHYRW5c-8c-6fjSwGW6CVsMf2wkbCzW7_tm8b8t2zrfW5gC7Dy15P=
C-8W3SBVCQ8mNLp6W8h_LY46fMsxBW21dCN_11DhVkN7QLNzTz_PGcW4WV7Ph4DBvrLW28_p4C8=
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-tzgWsgW3WqF6_6qW2h8W3XdXkN5pN8n8W54VhZs4chFT5W16NBd71HysSXMSx0-PYYFQYW2q46=
vj5b31rMW3ZpjC76xhKb3W7kVwMv73qXtbW4yCkVH7Z1f30f6CX-wK04 )  today!

How to Handle the Irate Customer (https://email.serviceskills.com/e3t/Ctc/L=
W+113/cxTRp04/VVX23Y5lKyjbW3qBQyr8V6n-9W197v5Z5DF0wrN2z6H1s5m_5PW50kH_H6lZ3=
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pjC76xhKb3W7kVwMv73qXtbW4yCkVH7Z1f30f6CX-wK04 )

Watch and Share
(https://email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/VVX23Y5lKyjbW3qBQyr=
8V6n-9W197v5Z5DF0wrN2z6H1s5m_5PW50kH_H6lZ3kNW1CFc4m8xKHYRW5c-8c-6fjSwGW6CVs=
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f30f6CX-wK04 )

Ready to learn more? Request a complimentary demo code to explore ServiceSk=
ills!

Try It!
(https://email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/VVX23Y5lKyjbW3qBQyr=
8V6n-9W197v5Z5DF0wrN2z6H3d3prCCW8wLKSR6lZ3kvW7Khptw7PyBqWW7PxGJF1G4dg3W4Lk-=
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hdjVscVv66Ckhj9W7dvw--1ncrWkf37PRtb04 )

ServiceSkills, 30 Hollenberg Ct., St. Louis, MO 63044, (314) 291-1012

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s-link-id=3D"0" data-hs-link-id-v2=3D"CiegroUZ">
        <img alt=3D"When Customers Explode De-escalation Strategies for You=
r Team (2)" src=3D"https://email.serviceskills.com/hs-fs/hubfs/When%20Custo=
mers%20Explode%20De-escalation%20Strategies%20for%20Your%20Team%20(2).png?w=
idth=3D1200&amp;upscale=3Dtrue&amp;name=3DWhen%20Customers%20Explode%20De-e=
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; text-decoration:none; border:none; max-width:100%; font-size:16px" width=
=3D"600" align=3D"middle" class=3D"stretch-on-mobile">
        </a>
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  </tbody>
</table></div>
  <table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" width=3D=
"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" style=3D"fo=
nt-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:brea=
k-word; padding:8px 20px 0px"><div id=3D"hs_cos_wrapper_module_167656363428=
42" class=3D"hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_modul=
e" style=3D"color: inherit; font-size: inherit; line-height: inherit;" data=
-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div id=3D"hs_c=
os_wrapper_module_16765636342842_" class=3D"hs_cos_wrapper hs_cos_wrapper_w=
idget hs_cos_wrapper_type_rich_text" style=3D"color: inherit; font-size: in=
herit; line-height: inherit;" data-hs-cos-general-type=3D"widget" data-hs-c=
os-type=3D"rich_text"><div style=3D"line-height:175%">
<div dir=3D"auto" data-message-author-role=3D"assistant" data-message-id=3D=
"40555509-4151-4451-9076-f54bbc5147bb" data-message-model-slug=3D"o1" style=
=3D"line-height:175%">
<div style=3D"line-height:175%">
<div dir=3D"auto" data-message-author-role=3D"assistant" data-message-id=3D=
"40555509-4151-4451-9076-f54bbc5147bb" data-message-model-slug=3D"o1" style=
=3D"line-height:175%">
<h1 style=3D"margin:0; font-size:24px; font-weight:normal; text-align:cente=
r; line-height:125%" align=3D"center"><span style=3D"color: #484848;"><span=
 style=3D"font-weight: bold; color: #7a3091;">Give everyone on the team the=
 tools they need to defuse difficult customer situations!</span><br></span>=
</h1>
<p style=3D"font-weight:normal; line-height:125%">&nbsp;</p>
<p style=3D"font-size:16px; line-height:175%"><span style=3D"color: #484848=
;">Welcome to customer service in 2025, where patience is scarce and demand=
s are high. For small business owners, this isn=E2=80=99t just uncomfortabl=
e=E2=80=94it=E2=80=99s a daily reality that can drive away good employees, =
damage team morale, and even put your business at risk if handled poorly.</=
span></p>
<p style=3D"font-size:16px; line-height:175%">&nbsp;</p>
<p style=3D"font-size:16px; line-height:175%"><span style=3D"color: #484848=
;">The good news? De-escalation is a learnable skill. And when your entire =
team knows how to handle angry customers without taking it personally or re=
taliating, you create a resilient, confident workforce that can weather any=
 storm. This post includes the 7 de-escalation steps you can share with you=
r team, along with our 4-step action plan you can implement today.&nbsp;</s=
pan></p>
</div>
</div>
<ul style=3D"line-height:175%"></ul>
</div>
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<ul style=3D"line-height:175%"></ul></div></div></td></tr></tbody></table>
  <table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" width=3D=
"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" style=3D"fo=
nt-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:brea=
k-word; padding:2px 20px 10px"><div id=3D"hs_cos_wrapper_module_16765636342=
843" class=3D"hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_modu=
le" style=3D"color: inherit; font-size: inherit; line-height: inherit;" dat=
a-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table width=
=3D"100%" align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0"=
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    <tbody><tr>
      <td align=3D"center" valign=3D"middle" bgcolor=3D"#ec407a" style=3D"f=
ont-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:bre=
ak-word; border-radius:25px; cursor:auto; background-color:#ec407a; mso-pad=
ding-alt:12px 18px">
        <a href=3D"https://email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/V=
VX23Y5lKyjbW3qBQyr8V6n-9W197v5Z5DF0wrN2z6H1s5nR3bW50kH_H6lZ3m2W7gz4Vs88tzzm=
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0PW1Ffzjb8d3XVzW8z2Npd8mcnMkW5Tp9hg8F8_lCN1nJlxkYgXTRW6SKTzq5gT3dGW195_Dx6Q=
VBZ8N1MB0rRQ0PV5W286-866HMSZCVtGGLt3jBQdjVZqfZm5dBj9zW5h4Fsw88VxKPN7_Q6Yx6S=
zsPF4G4xkFT420W5F1gjF2PxjDYN10vc0wQ0k9rVJGyWX89mNjzW9jdJW96rPCCmMjlXBZdrS84=
W1P2Pz66KSQyGf47fw6804" target=3D"_blank" style=3D"color:#00a4bd; font-size=
:18px; font-family:Lato,Tahoma,sans-serif; Margin:0; text-transform:none; t=
ext-decoration:none; padding:12px 18px; display:block" data-hs-link-id=3D"0=
" data-hs-link-id-v2=3D"dTANDgaG">
          <strong style=3D"color:#ffffff;font-weight:bold;text-decoration:n=
one;font-style:normal;">Start Now</strong>
        </a>
      </td>
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  </tbody></table></div></td></tr></tbody></table>
  <table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" width=3D=
"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" style=3D"fo=
nt-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:brea=
k-word; padding:10px 20px"><div id=3D"hs_cos_wrapper_module_17580532867811"=
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style=3D"color: inherit; font-size: inherit; line-height: inherit;" data-hs=
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e" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" style=3D"vertical-align=
:top" width=3D"100%">
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96d; font-size:0; word-break:break-word">
      <p style=3D"font-size:1px;border-top:1px solid #99acc2;width:50%;marg=
in:0 auto;"></p>
      <!--[if mso]>
        <table role=3D"none" align=3D"center" border=3D"0" cellpadding=3D"0=
" cellspacing=3D"0" style=3D"font-size:1px;border-top:1px solid #99acc2;wid=
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    </div>
  =20
  </div>
  <div id=3D"section_1737946273055" class=3D"hse-section" style=3D"padding-=
left:10px; padding-right:10px">
   =20
   =20
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th:600px; margin:0 auto; background-color:#ffffff" bgcolor=3D"#ffffff">
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    <!--[if (mso)|(IE)]>
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<![endif]-->
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=3D"0" style=3D"width:600px">
<![endif]-->
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    <table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" width=
=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" style=3D=
"font-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:b=
reak-word; padding:10px 20px"><div id=3D"hs_cos_wrapper_module_175805330357=
52" class=3D"hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_modul=
e" style=3D"color: inherit; font-size: inherit; line-height: inherit;" data=
-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div id=3D"hs_c=
os_wrapper_module_17580533035752_" class=3D"hs_cos_wrapper hs_cos_wrapper_w=
idget hs_cos_wrapper_type_rich_text" style=3D"color: inherit; font-size: in=
herit; line-height: inherit;" data-hs-cos-general-type=3D"widget" data-hs-c=
os-type=3D"rich_text"><h1 style=3D"margin:0; font-size:24px; line-height:15=
0%; text-align:center" align=3D"center"><span style=3D"color: #7a3091;">Tel=
ephone Doctor Customer Service Collection</span></h1>
<p style=3D"font-size:16px; line-height:125%; font-weight:normal">&nbsp;</p=
>
<p style=3D"font-size:16px; line-height:175%; font-weight:normal"><span sty=
le=3D"color: #484848;">Telephone Doctor=C2=AE Collection is America=E2=80=
=99s favorite customer service training series and covers the full spectrum=
 of customer care, client retention and customer service skills. How to Han=
dle Irate Customers is a popular topic in this collection and </span><span =
style=3D"color: #484848;">includes a highly effective four-point plan for c=
onflict resolution by calming irate customers and maximizing their situatio=
n. Trainees will first learn that irate calls are nothing personal. The cus=
tomer is upset at a problem, not at the CSR.&nbsp;</span></p>
<p style=3D"line-height:125%">&nbsp;</p>
<p style=3D"line-height:175%"><span style=3D"font-size: 16px; color: #48484=
8;">We invite you to&nbsp;</span><a href=3D"https://email.serviceskills.com=
/e3t/Ctc/LW+113/cxTRp04/VVX23Y5lKyjbW3qBQyr8V6n-9W197v5Z5DF0wrN2z6H1M5nR3bW=
5BWr2F6lZ3lCW91gd0g4s2SRSW7Glb3-3zXb6jW4Fj28p6R21hRW3yH-8c2NhQx_W1k8Twg1XVl=
m2W1ctQWq1x0qFNVJB5C81c5GjlN7ktpDmm0jZ5W22M3Pz3TsjhlW3fy4fp3sknW8W3cs3646dr=
ZK5W64n1Mz5Lp3XmW8WHPkr6V2wQ3W5rK7G26BXm3gN3s_4h57WFSYV27swn7LCbcnW459kSY4L=
DQG5W2mbxfH69PRkLW9kcWGw2bx3-QMz8N0RTHnR6W7dgm1R9fL1pWW6YYmK725PzhYMRFFn_hs=
ZnpW7GVWRB1VP77kW3bcmwr8R2p_3W70m3qM1yzJMBN7ypN2Ch0qdsW387vtd21JS-YW7-Ss1N2=
bMS_kW37zyy21vscY9W9jFFr12PtSWXW6RcVWW1lgv6jN7B7ygLzHNf4VfWnj232fq12d5Cfdn0=
4" rel=3D"noopener" style=3D"color:#00a4bd" data-hs-link-id=3D"0" data-hs-l=
ink-id-v2=3D"jpwKKQA9" target=3D"_blank"><span style=3D"font-size: 16px;">w=
atch and share this video</span></a><span style=3D"color: #484848; font-siz=
e: 16px;">&nbsp;today!</span></p></div></div></td></tr></tbody></table>
<div id=3D"hs_cos_wrapper_module_17580535008153" class=3D"hs_cos_wrapper hs=
_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: inherit; fo=
nt-size: inherit; line-height: inherit;" data-hs-cos-general-type=3D"widget=
" data-hs-cos-type=3D"module"><table class=3D"hse-image-wrapper" role=3D"pr=
esentation" width=3D"100%" cellpadding=3D"0" cellspacing=3D"0">
  <tbody>
    <tr>
      <td class=3D"hs_padded" align=3D"center" valign=3D"top" style=3D"font=
-family:Arial, sans-serif; color:#23496d; word-break:break-word; text-align=
:center; padding:10px 20px; font-size:0px">
        <a href=3D"https://email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/V=
VX23Y5lKyjbW3qBQyr8V6n-9W197v5Z5DF0wrN2z6H1M5nR3bW5BWr2F6lZ3n3W4dkWsm3rCXmR=
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00Jr54sm3hRN2vLzKZlcQ4cVQ7-8B64wJs3W522LGL5H7nDMW2RmT597t5WS-W2Gqskq7sL9qtW=
6cYcwZ5GrvqhW1hCjPP7c0H8LW7NFPQd3gKZp0N4FWZKdQpyJ-f7r0S_T04" target=3D"_bla=
nk" style=3D"color:#00a4bd" data-hs-link-id=3D"1" data-hs-link-id-v2=3D"Hpf=
g75o4">
        <img alt=3D"How to Handle the Irate Customer" src=3D"https://email.=
serviceskills.com/hs-fs/hubfs/Irate.jpg?width=3D900&amp;upscale=3Dtrue&amp;=
name=3DIrate.jpg" style=3D"outline:none; text-decoration:none; border:none;=
 max-width:100%; font-size:16px" width=3D"450" align=3D"middle">
        </a>
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</table></div>
  <table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" width=3D=
"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" style=3D"fo=
nt-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:brea=
k-word; padding:10px 20px"><div id=3D"hs_cos_wrapper_module_17580536814936"=
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style=3D"color: inherit; font-size: inherit; line-height: inherit;" data-hs=
-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table width=3D"10=
0%" align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" role=
=3D"presentation" style=3D"border-collapse:separate!important">
    <tbody><tr>
      <td align=3D"center" valign=3D"middle" bgcolor=3D"#ec407a" style=3D"f=
ont-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:bre=
ak-word; border-radius:25px; cursor:auto; background-color:#ec407a; mso-pad=
ding-alt:12px 18px">
        <a href=3D"https://email.serviceskills.com/e3t/Ctc/LW+113/cxTRp04/V=
VX23Y5lKyjbW3qBQyr8V6n-9W197v5Z5DF0wrN2z6H1M5nR3bW5BWr2F6lZ3ptW6w4Hnc1QPvg4=
W3m5bKz1FyC2FW7_kzHh1bS2JCW92-rw61BDYVpW1hZmQX6tpd3yW5cksXB5XlN-JW25KVMl7PL=
d8pW6SVQXC6CJhjBV9cPgY16vC-7VP8byt3vShYRN94bC2KG5VzvW4-dp3637dZnSW6KYLb_3sc=
Y7JW7c25BY6kqhTrW2QB5fX8cF23rW1cQt816tRyyTW4KLrDf5qbKRWVQsBdG4QRvsGW1Pf3ZG9=
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jp1lDvvYW1SvXNZ7QLLW5W2q7Ccr6N3Z6_W96hrMQ6FYkYtW3cxgLg18B5lpV1-RDP8YqmM3W4H=
hQtK787sk7W1TNRX15dQNW6W2BPmJs83522bW2bmn-H3Q10R7f3TvQTj04" target=3D"_blan=
k" style=3D"color:#00a4bd; font-size:18px; font-family:Lato,Tahoma,sans-ser=
if; Margin:0; text-transform:none; text-decoration:none; padding:12px 18px;=
 display:block" data-hs-link-id=3D"2" data-hs-link-id-v2=3D"hUbZXTbb">
          <strong style=3D"color:#ffffff;font-weight:bold;text-decoration:n=
one;font-style:normal;">Watch and Share</strong>
        </a>
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  <table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" width=3D=
"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" style=3D"fo=
nt-family:Arial, sans-serif; font-size:15px; color:#23496d; word-break:brea=
k-word; padding:10px 20px"><div id=3D"hs_cos_wrapper_module_16765636687535"=
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style=3D"color: inherit; font-size: inherit; line-height: inherit;" data-hs=
-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table role=3D"non=
e" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" style=3D"vertical-align=
:top" width=3D"100%">
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    <td align=3D"center" style=3D"font-family:Arial, sans-serif; color:#234=
96d; font-size:0; word-break:break-word">
      <p style=3D"font-size:1px;border-top:1px dashed #EEEEEE;width:50%;mar=
gin:0 auto;"></p>
      <!--[if mso]>
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" cellspacing=3D"0" style=3D"font-size:1px;border-top:1px dashed #EEEEEE;wi=
dth:280px;">
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  =20
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th:600px; margin:0 auto; background-color:#7a3091" bgcolor=3D"#7a3091">
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    <!--[if (mso)|(IE)]>
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hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: inherit; =
font-size: inherit; line-height: inherit;" data-hs-cos-general-type=3D"widg=
et" data-hs-cos-type=3D"module"><table class=3D"hse-image-wrapper" role=3D"=
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