best practice guide for customer service managers - sample

8/14/2019 Best Practice Guide for Customer Service Managers - Sample

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gar

Dustaocr

Tcrvndc

Oehemcrs

@cstRredtndcMunlc

\rcvar Erlch &

Ttcpfehnc Clwerls


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Pedfcj \faoes - Lnrcdtar, Tuppjy

Dfenh Edelcoy, Shnjcvcr;

\fns àai ns gar ehyahc nh e \ceo

Jcelcrsfnp ar Oehemcocht pasntnah wfa ns

icch ta put tfcnr dustaocrs et tfc dchtrc ag

cvcrytfnhm tfcy la. ]fctfcr yau erc e hcw

oehemcr ar ahc ag jahm stehlnhm, tfc dahtcht

ns dahvcycl nh e wey wfndf oeics jcerhnhm ar

rc-jcerhnhm guh ehl chdauremcs yau ta

nopjcocht yaur icy dfehmcs taley.

Eh cxeopjc grao oy awh pcrsahej

cxpcrnchdc sfaws faw saoctfnhm es snopjc es

chsurnhm tfet tfc gnrst panht ag dahtedt deh

ehswcr e dustaocr qucry rcsujts nh up-sinjjnhm

ehl copawcrocht gar tfc tceo, rensnhmdajjcdtnvc ihawjclmc ehl aur daoontocht ta

ahc ehatfcr - es wcjj es ta edfncvnhm scrvndc

cxdcjjchdc. \fc @cst Rredtndc Munlc gar

Dustaocr Tcrvndc Oehemcrs sfaws, nh e

predtndej wey, faw ta nhtraludc e wcejtf ag

dustaocr gaduscl nopravcochts nh tceos.

Eutfars \rcvar Erlch ehl Ttcpfehnc

Clwerls erc jcelnhm su`kcdt oettcr

cxpcrts nh Dustaocr Tcrvndc. \fcnr spcdnejntyns ùnjlnhm ehl lcjnvcrnhm `jchlcl, ahjnhc

trenhnhm pramreoocs nh Dustaocr Tcrvndc gar

mjaèj daopehncs.

Ejsa evenje`jc;

@cst Rredtndc Munlc gar Dustaocr Tcrvndc

Rragcssnahejs

Ahjnhc Ewerl gar Dustaocr Tcrvndc

Oehemcrs

Ahjnhc Ewerl gar Dustaocr Tcrvndc

Rragcssnahejs

]arjl Djess Armehnsetnahsedihawjclmc

tfc icy nopartehdc ag cxdcjjcht Dustaocr

Tcrvndc. Oehemcrs ehl \ceo Jcelcrs,

cqunppcl wntf tfc rnmft sinjjs ehl

uhlcrstehlnhm, deh nopjcocht e dujturc agcxdcjjcht Dustaocr Tcrvndc nh eh

armehnsetnah, oeinhm e rcej lnggcrchdc gar tfc

ùsnhcss.

\fc @cst Rredtndc Munlc gar

Dustaocr Tcrvndc Rragcssnahejs ns eh

edtnvnty-èscl nopravcocht pramreooc gar

Oehemcrs ehl \ceo Jcelcrs wfa wnsf ta

oehemc Dustaocr Tcrvndc cggcdtnvcjy ehl

praedtnvcjy, tfraumf oatnvetnhm ehl nhspnrnhm

tfcnr tceos.

\fc Munlc wnjj fcjp yau es e Oehemcr ar

\ceo Jcelcr ta nhvajvc yaur tceo nh lcdnsnah

oeinhm, pjehhnhm ehl nopravnhm. Oavnhm

`cyahl trelntnahej oehemcocht styjcs,

wfcrc stegg erc ahjy mnvch rcspahsn`njnty gar

ley-ta-ley tesis ehl rercjy copawcrcl ta

teic tfc nhntnetnvc, tfns @cst Rredtndc Munlc

sfaws yau faw ta iccp yaur tceo chmemcl

cvcry stcp ag tfc wey, rcejnsnhm tfc

armehnsetnahej prnzc ag ]arjl Djess Tcrvndc

Cxdcjjchdc.

Icy Gceturcs;

Daopjctc munlc gar Oehemcrs ehl \ceo

Jcelcrs

\rehsjetcs Dustaocr Tcrvndc Ttretcmy nhta

predtndej stcps gar tceos

Nhhavetnvc nlces ah faw ta oatnvetc,

nhspnrc ehl armehnsc tceos

Rredtndej, wari rcjetcl edtnvntncs

Djcer, guh ehl tfaumft-pravainhm

www.dustaocr5st.da.ui


3/63

@cst Rredtndc Munlcgar Dustaocr Tcrvndc Oehemcrs

\rcvar Erlch & Ttcpfehnc Clwerls

Dustaocr 5stNhtcrhetnahej Jtl

Shntcl Inhmlao

Eh edtnvnty-`escl wari`aai gar jcelcrs agtceos tfet strnvc gar scrvndc cxdcjjchdc


4/63

@cst Rredtndc Munlc gar Dustaocr Tcrvndc Oehemcrs

Ru`jnsfcl `y Dustaocr 5

st

Nhtcrhetnahej Jtl 022>

NT@H; >=6-2->3 `y

Dustaocr 5stNhtcrhetnahej Jtl@reo`jcwaal FauscJahm`rnlmc Lcvcrnjj]njtsfnrc @E50 =LT

Shntcl Inhmlao

Rrnhtcl ehl `auhl nh tfc SI `y

Tajcht Lcsnmh Ttulna

Djeyjehls Pael@nsfaps ]ejtfeo

TautfeoptahFeopsfnrc TA40 5@F

Shntcl Inhmlao

Njjustretnahs y Ehhc-Oernc Tahhcvcjl


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Dahtchts

Nhtraludtnah

2.5 ]fa ns tfns @cst Rredtndc Munlc gar12.0 Faw ta Ssc tfns @cst Rredtndc Munlc =2.4 Enos >2.< Jcerhnhm Autdaocs >2.3 ^aur Rcrsahej A`kcdtnvcs 552.7 Rramrcssnah ta Gurtfcr Jcerhnhm 55

5 Oehemcrs ehl Dustaocr Tcrvndc Cxdcjjchdc

5.5 Jcerhnhm Autdaocs 505.0 ]fa erc Aur Dustaocrs1 505.4 ]fet Lacs Dustaocr Tcrvndc Daoprnsc1 54

5.5.3 \fc Armehnsetnahej Daopctchdncs Pcqunrcl gar Cxdcjjcht Dustaocr Tcrvndc 0 Ihawnhm ehl Gajjawnhm yaur Armehnsetnahs Pujcs 4


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7/63

6 Co`cllnhm Nhhavetnah nh ^aur \ceo

6.5 Jcerhnhm Autdaocs 5>56.0 ]fet ns Nhhavetnah1 5>56.4 Ssnhm Dustaocr Tcrvndc es e Daopctntnvc \aaj 5>46.36.7 Nopravnhm Dustaocr Tcrvndc ]ntfnh tfc Pujcs 0226.= Chl-ag-Oalujc Ihawjclmc-Dfcdi 0256.6

\ceo Edtnah Rjeh ehl Rramrcss Pcdarl 020

> Dahtnhuaus Rragcssnahej Lcvcjapocht

>.5 Jcerhnhm Autdaocs 024>.0

]fy Lcvcjap ^aurscjg1 024>.4 Jcelcrsfnp 02>

>..3 Rragcssnahej Lcvcjapocht 053>.7 Rragcssnahej Oco`crsfnp 05>>.= Ssnhm tfc Nhtcrhct 05>>.6

Chl-ag-Oalujc Ihawjclmc-Dfcdi 005>.> \ceo Edtnah Rjeh ehl Rramrcss Pcdarl 000

Ehswcrs ta Oalujc Ihawjclmc-Dfcdis 004

Pcgcrchdcs 00


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2 Nhtraludtnah

]cjdaoc ta tfc @cst Rredtndc Munlc gar Dustaocr Tcrvndc Oehemcrs. Nt ns evenje`jc nh scvcrej

garoets, nhdjulnhm c-àai ehl c-wariàai. \fc c-wariàai vcrsnah che`jcs rcelcrs ta chtcr

tfcnr rcspahscs ta edtnvntncs ehl ihawjclmc-dfcdis nhta Edtnvnty Garos, wfndf deh tfch `c sevcl

cjcdtrahndejjy. \fc daopjctcl Edtnvnty Garos deh `c rctenhcl es rcgcrchdc laduochts gar wari-

èscl nopravcochts, ehl oey ejsa `c uscl ta ùnjl eh c-partgajna, lcoahstretnhm tfc Oehemcrs

ar \ceo Jcelcrs edfncvcocht ag tfc jcerhnhm autdaocs.

\fc @cst Rredtndc Munlc ejsa garos tfc èsns ag e tutar-jcl, ahjnhc daursc lcjnvcrcl `y Dustaocr

5stNhtcrhetnahej (tfc pu`jnsfcr ag tfc @cst Rredtndc Munlc), jcelnhm ta eh Eddrclntcl Ewerl. Gar

gurtfcr nhgaroetnah ah tfns daursc, ma tawww.dustaocr5st.da.ui.

2.5 ]fa ns tfns @cst Rredtndc Munlc Gar1

\fc @cst Rredtndc Munlc gar Dustaocr Tcrvndc Oehemcrs ns eh edtnvnty-èscl nopravcocht

pramreooc gar Oehemcrs ehl \ceo Jcelcrs wfa wnsf ta oehemc dustaocr scrvndc cggcdtnvcjy

ehl praedtnvcjy tfraumf oatnvetnhm ehl nhspnrnhm tfcnr tceos. Nt gaduscs ah occtnhm ehl

cxdcclnhm dustaocr cxpcdtetnahs `y pjednhm dustaocrs et tfc fcert ag ejj tfc tceo lacs.

Cxdcclnhm dustaocrs cxpcdtetnahs


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\fc daopehy ns wnlcjy rcdamhnscl gar nts nhhavetnvc eppraedf ta dchtrc oehemcocht, ehl nts

ettchtnah ta lctenj nh pravnlnhm e daopjctc sajutnah gar rctenjcrs. Shndchtra lcjnvcrs sajutnahs gar

scdurnty, dustaocr scrvndcs, taurnst/vnsntar nhgaroetnah ehl chvnrahochtej rcqunrcochts ejj

wntfnh nts awh dchtrc oehemcocht pediemc. Nt ns durrchtjy e papujer dfandc gar mjaèj rctenjcrs

wnsfnhm ta cxpehl tfcnr aggcrnhms, cspcdnejjy nh dauhtrncs wntf wcjj-lcvcjapcl rctenj oericts. Nh

ellntnah nt gaduscs es e @usnhcss-ta-@usnhcss (@0@) armehnsetnah ah fcjpnhm tfc soejjcr rctenjcr ta

lcvcjap tfcnr ùsnhcss, tfraumf e rehmc ag rcjetnvcjy jaw dast errehmcochts chdauremnhm hcw

chtrehts ta tfc rctenj dchtrc oerict.

Tnhdc nt ns e @0@ daopehy, Shndchtra pjedcs mrcet nopartehdc ah oehemnhm nts dustaocrs

cxpcrnchdcs. Cvcry rctenjcr tfet nt lacs ùsnhcss wntf ns ejjadetcl ta e rcmnahej Dustaocr

Pcjetnahsfnp Oehemcr, wfa lcjnvcrs e wcjj lcvcjapcl sct ag dustaocr rcjetnahsfnp oehemcocht

pradcsscs ehl pcrgaroehdc oehemcocht pediemc.

MDS Gnhehdc

MDS ns e gnhehdnej scrvndcs daopehy tfet aggcrs pcrsahej ehl darparetc èhinhm ta dustaocrs

edrass Curapc, Egrnde ehl Esne. Garocl grao e Tautf Egrndeh ahjnhc èhis edqunsntnah ag e

Curapceh gnhehdc fausc nh 0225, nt fes `cch suddcssguj nh pravnlnhm e dustaocr gaduscl sct ag

gnhehdnej scrvndcs.

\fc èhi fes nts mjaèj fcelquertcrs nh Kafehhcsùrm, wntf rcmnahej dchtrcs nh Eostcrleo,

Rerns, Jemas, \aiya ehl Tt Rctcrsùrm.

Grao Jcerhnhm ta Edtnah

\fc @cst Rredtndc Munlc gar Dustaocr Tcrvndc Oehemcrs wnjj fcjp yau ta tredi yaur awh pramrcss

ehl nopravcochts. Cedf oalujc nhdjulcs eh appartuhnty ta upletc yaur \ceo @ejehdcl

Tdarcderl, tamctfcr wntf e \ceo Edtnah Rjeh ehl Rramrcss Pcdarl. \fcsc edtnvntncs erc lcsnmhcl

ta gadus yau ah oeinhm ehy dfehmcs hcclcl strenmft ewey, sa tfet yaur jcerhnhm rcsujts nh

dahdrctc nopravcochts nh yaur tceo lrnvnhm yaur armehnsetnah tawerls warjl djess scrvndc

cxdcjjchdc.

Dahgnronhm âur Jcerhnhm

Ejj ag tfc hnhc oalujcs nhdjulc e oujtn-dfandc Ihawjclmc-Dfcdi dahsnstnhm ag gnvc qucstnahs.

Cedf Ihawjclmc-Dfcdi ejjaws yau ta tcst tfc pramrcss yau fevc oelc wntf yaur jcerhnhm

pramreooc. âu sfaujl derry aut tfc scjg esscssocht ahdc yau fevc gnhnsfcl manhm tfraumf tfc

oalujc, nhdjulnhm ejj tfc edtnvntncs. âu wnjj gnhl tfc ehswcrs ta tfc scjg esscssochts tawerls

tfc chl ag tfns @cst Rredtndc Munlc.


10/63

>


2.4 Enos

\fc enos ag tfc @cst Rredtndc Munlc gar Dustaocr Tcrvndc Oehemcrs erc ta;

Nhtraludc pertndnpehts/rcelcrs ta tfc `esnd prnhdnpjcs ag oehemnhm dustaocr scrvndc

Rrcperc pertndnpehts/rcelcrs gar tceo jcelnhm ehl oehemcocht nh tfcnr scdtar

Che`jc pertndnpehts/rcelcrs ta pjeh ehl nopjcocht eh cggcdtnvc scrvndc oehemcocht

pramreooc lcsnmhcl ta lcjnvcr dustaocr scrvndc cxdcjjchdc

2.< JcerhnhmAutdaocs

\fc Jcerhnhm Autdaocs gar cedf oalujc erc sfawh `cjaw.

Jcerhnhm Autdaocs gar Oalujc 5

Nlchtngy tfc oenh daopahchts ag cxdcjjcht dustaocr scrvndc

Lcoahstretc eh uhlcrstehlnhm ag tfc nopartehdc ag dustaocr scrvndc ta eh armehnsetnahs

rcputetnah ehl suddcss

Shlcrstehl tfc rajc ag tfc Oehemcr ar \ceo Jcelcr nh jcelnhm e tceo ta edfncvc cxdcjjcht

dustaocr scrvndc

Nlchtngy rujcs, nhdjulnhm jcmnsjetnah, dalcs ag predtndc ehl armehnsetnahej pradclurcs tfet

sfaujl `c gajjawcl `y e dustaocr scrvndc tceo


Shlcrstehl tfc purpasc ag eh armehnsetnahs Onssnah, Wnsnah ehl A`kcdtnvcs

Shlcrstehl tfc guhdtnah ag eh armehnsetnahs Dustaocr Tcrvndc Ttretcmy

Pcdamhnsc faw nhlnvnluej ehl tceo pcrgaroehdc a`kcdtnvcs deh `c lcrnvcl grao avcrejj

armehnsetnahej a`kcdtnvcs gar dustaocr scrvndc

Nlchtngy e rehmc ag cggcdtnvc octfals ag daoouhndetnhm a`kcdtnvcs nh e tceo


Pcdamhnsc tfc lnstnhmunsfnhm gceturcs ag e Dustaocr Gaduscl \ceo

Lnstnhmunsf ctwcch nhtcrhej ehl cxtcrhej dustaocrs

Pcdamhnsc cggcdtnvc octfals ag metfcrnhm ehl usnhm gccl`edi grao dustaocrs

Shlcrstehl faw Tcrvndc Ttehlerls erc uscl ta fcjp nh tfc lcjnvcry ag cxdcjjcht dustaocr

scrvndc


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2

Jcerhnhm Autdaocs gar Oalujc

Pcdamhnsc tfc nopartehdc ag Jcelcrsfnp nh nhspnrnhm tceos ta lcjnvcr cxdcjjcht dustaocr

scrvndc Tfaw eh uhlcrstehlnhm ag eh cggcdtnvc oalcj gar Rcrsahej ehl Rragcssnahej Lcvcjapocht ag

dustaocr rcjetcl sinjjs ehl ihawjclmc

2.3 âur Rcrsahej A`kcdtnvcs

]API-@ETCL ED\NWN\^

âur Rcrsahej A`kcdtnvcs

\a stert wntf, tfnhi eàut wfet yau fapc ta mct aut ag tfns lcvcjapocht pramreooc. ]fcrc nh

yaur Dustaocr Tcrvndc Oehemcocht ar \ceo Jcelnhm rajc la yau hccl ta nopravc yaur awh

uhlcrstehlnhm ehl sinjjs1 Lcdnlc ah yaur pcrsahej a`kcdtnvcs wfndf wnjj che jc yau ta nopravc

yaur pcrgaroehdc es e Dustaocr Tcrvndc Oehemcr ar \ceo Jcelcr. ]rntc nh tfc spedc `cjaw up

ta gnvc pcrsahej a`kcdtnvcs gar yaur lcvcjapocht pramreooc.

5

0

4


tfet copjayccs fevc tfc ihawjclmc, sinjjs ehl suppart ta lcjnvcr tfc scrvndcs cggcdtnvcjy ehl

dahsnstchtjy.

5.


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2

Darc Tcrvndc tfns wnjj pravnlc tfc èsnd praludts ehl scrvndcs, ehl wnjj occt saoc dustaocrs

cxpcdtetnahs. Nt ns uhjnicjy ta setnsgy atfcr dustaocrs wfa fevc cxpcrnchdcl `cttcr scrvndc

cjscwfcrc. \fns daujl `c tfraumf tfc purdfesc ag eh chtnrcjy lnggcrcht praludt ar scrvndc.

\aleys dustaocrs rcoco`cr tfc `cst scrvndc tfcy fevc rcdcnvcl (ar fcerl eàut), ehl lcoehl

tfet jcvcj ag scrvndc grao ejj tfcnr trehsedtnahs, rcmerljcss ag tfc praludt ar scdtar. Ng yau

dahtnhuc ta aggcr kust darc scrvndc, nt ns jnicjy tfet dustaocrs wnjj oavc ta daopctntars `cgarc

taa jahm.

Eumochtcl Tcrvndc tfns macs `cyahl darc scrvndc ehl ns tfc onhnouo yaur armehnsetnah sfaujl

pravnlc nh arlcr ta et jcest iccp up wntf tfc oerict. âu wnjj mchcrejjy `c occtnhm ehl

cxdcclnhm dustaocrs cxpcdtetnahs. Eumochtcl Tcrvndc wnjj rctenh oehy dustaocrs nh tfc sfart

ehl oclnuo tcro, ùt tfns jcvcj ag scrvndc lacs hat dahsnstchtjy lcjnvcr rcejjy cxdcptnahej

cxpcrnchdcs gar dustaocrs - tfc ]aw! gedtar ns hat tfcrc ejj tfc tnoc.

Cxdcjjcht Tcrvndc tfns ocehs tfet yaur armehnsetnah ns oexnonsnhm nts dfehdcs ag `cnhm tfc

oerict jcelcr, dahstehtjy nhhavetnhm ta gnhl hcw weys ag cxdcclnhm dustaocr cxpcdtetnahs, wntf

fnmfjy sinjjcl ehl oatnvetcl nhlnvnluejs lcjnvcrnhm cxdcptnahej scrvndc ta dustaocrs. âu erc

dahsnstchtjy ettcoptnhm ta cxdccl dustaocrs cxpcdtetnahs - cvcry tnoc e dustaocr nhtcredtnah

teics pjedc. \fns jcvcj ag scrvndc rcejjy lacs dahsnstchtjy lcjnvcr tfc ]aw! gedtar.

Gnmurc 5; Nhdrcesnhm Dustaocr Cxpcdtetnahs


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05


IHA]JCLMC-DFCDI 5.5

MDS Gnhehdc Jcvcjs ag Tcrvndc

Tehlre Mahzejcs, MDSs Lnrcdtar ag Dustaocr Tcrvndc, fes derrncl aut eh ag esscssocht

dustaocr scrvndc et ahc ag nts Curapceh @ehis. \fns wes lahc `y fajlnhm scvcrej gadus mraups,

ta wfndf saoc ag tfc èhis dustaocrs wcrc nhvntcl. \fc dustaocrs wcrc esicl ta daoperc

Mhus scrvndcs ta wfet tfcy ihcw ag atfcr èhis. Fcrc erc saoc typndej dustaocr daoochts;

Oy eddauht ns mchcrejjy oehemcl wcjj, ehl N eo rcejjy pjcescl wntf tfc wey tfcy lcej wntf

oy qucrncs avcr tfc tcjcpfahc.

]fch N swntdfcl ta MDS grao oy prcvnaus èhi N wes pjcesehtjy surprnscl et tfc jcvcj ag

dustaocr scrvndc.

\fcy oey hat `c tfc `cst èhi, ùt Nvc gauhl tfco `cttcr tfeh N cxpcdtcl tfco ta `c.

N fevc fcerl ag ehatfcr èhi wfasc scrvndc gar dustaocrs ns rcejjy eoeznhm, ùt

hcvcrtfcjcss N eo vcry feppy N apchcl eh eddauht wntf MDS.

Tcjcdt tfc `cst ehswcr ta tfc qucstnah;

]fndf jcvcj ag scrvndc ns MDS Gnhehdc pravnlnhm gar nts dustaocrs1

E Darc Tcrvndc

@ Eumochtcl TcrvndcD CxdcjjchtTcrvndc

Gnhl hcw weys ag cxdcclnhm dustaocr cxpcdtetnahs


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0

Daopahchts ag Cxdcjjcht Tcrvndc nh tfc Cycs ag tfc Dustaocr

\a fcjp yau drcetc e Dustaocr Gaduscl Dujturcnh yaur tceo, usc tfc Daopahchts Ag Cxdcjjcht

Dustaocr Tcrvndc, wfndf sfaw wfet yaur dustaocrs weht ta cxpcrnchdc wfch tfcy la `usnhcss

wntf yau.

LCGNHN\NAH

Dustaocr Gaduscl Dujturc

E Dustaocr Gaduscl Dujturc cxnsts nh e tceo wfch dustaocrs (`atf cxtcrhej ehl nhtcrhej) erc

mnvch e tfc fnmfcst prnarnty nh tfc a`kcdtnvcs, termcts, edtnvntncs, ehl lcdnsnahs ag tfc tceo. \fc

dustaocr ns pjedcl et tfc fcert ag cvcrytfnhm tfet tfc tceo lacs.

\fc Daopahchts ag Cxdcjjcht Dustaocr Tcrvndc sfawh nh Gnmurc 0 - erc lcsdrn`cl `cjaw.

Lcjnvcr \fc Rraonsc

Iccp ta wfet yau ehl yaur armehnsetnah sey yau wnjj la. Shlcrstehl tfc wey yaur dustaocrs

weht ta `c trcetcl ehl elept yaur `cfevnaur es ger es passn jc. ]fetcvcr yau la, laht jct yaur

scrvndc lcjnvcry gejj sfart ag yaur dustaocrs cxpcdtetnahs.

Ma \fc Cxtre Onjc

\ry, ng yau deh, ta avcr-lcjnvcr. Lcjnmft yaur dustaocrs `y mnvnhm tfco wfet tfcy cxpcdt, pjus

saoc oarc. Ng yau deh, pravnlc saoctfnhm cxtre gar cvcry dustaocr. \fns wnjj fcjp cste`jnsf

Lcjnvcr tfcRraonsc

PcsajvcRra`jcos ]cjj

Iccp nt Tnopjc

Oeic ntRcrsahej

Ma tfc CxtreOnjc

Gnmurc0;DaopahchtsagCxdcjjchtDustaocrTcrvndc


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04


jayej dustaocrs, wfa wnjj rcdaoochl yau ta dajjcemucs, grnchls ehl geonjy, ehl ùnjl e mrcet

rcputetnah gar yaur armehnsetnah.

Es eh cxeopjc, ahc quejnty wfndf dustaocrs oey weht grao yaur tceo ns tfc e`njnty ta nhtcredt

coatnahejjy. Nh atfcr warls, yaur tceo oco`crs sfaujl hat snopjy derry aut tfcnr wari nh e

ocdfehndej wey wfch lcejnhm wntf dustaocrs. âur tceo oco`crs hccl ta `c sinjjcl ehl

ihawjclmce`jc nh arlcr ta;

Pcdamhnsc tfcnr awh coatnahs ehl tfcnr dustaocrs coatnahej rcedtnahs

Dahtraj tfcnr awh coatnahs

Ssc tfcnr awh coatnahs ta oeic maal lcdnsnahs

Edt cggcdtnvcjy

Oeic Nt Rcrsahej

Dustaocrs weht ta `c trcetcl es nhlnvnluejs. \fcy javc nt wfch yau sey ar la saoctfnhm tfet

sfaws yau erc nhtcrcstcl nh tfco. Nt lacs hat fevc ta `c ehytfnhm `nm ar lnggndujt tfet yau la

ùt wfetcvcr wey yau dfaasc, oeic surc nt ns mchunhc. Dustaocrs nh oehy sntuetnahs wnjj cxpcdt

e Tcrvndc Rcrsahejnty.

LCGNHN\NAH

Tcrvndc Rcrsahejnty

Eh cxdcjjcht scrvndc pravnlcr tchls ta fevc nts awh Tcrvndc Rcrsahejnty eh nlchtngne`jc sct ag

scrvndc dferedtcrnstnds tfet lcgnhcs faw nts scrvndc pravnsnah ns lnggcrcht grao tfet ag nts

daopctntars.

\fns onmft nhdjulc scrvndc wntf e sonjc gar gedc-ta-gedc trehsedtnahs, ar snopjy e grnchljy ehl

rcspahsnvc pcrsahejnty et tfc chl ag tfc tcjcpfahc jnhc. Oatnvetc yaur tceo oco`crs ta ell

tfcnr awh chtfusneso ehl pessnah. @c dercguj tfaumf9 tfns oust `c lahc nh tfc rnmft wey - tfasc

pcrsahej taudfcs oust hat scco gejsc ar avcr-lahc.

Eh cxeopjc ns eh nhsurehdc daopehy wfndf mnvcs lnstnhdtnvc, pcrsahej ettchtnah ta dustaocrs ah

tfc tcjcpfahc. Nt ns ejweys e fuoeh, hat eh eutaoetcl rcspahsc systco tfet ehswcrs tfc dejjs.

Ng e dustaocr hccls ta trehsgcr ta ehatfcr lcpertocht, tfc seoc pcrsah fajls tfc fehl ag tfc

dustaocr ehl dahtnhucs ta lcej wntf tfc hcw trehsedtnah. \fc daopehy edfncvcs tfns `y

copawcrnhm nts stegg ehl trenhnhm tfco ta lcej wntf e wnlc rehmc ag lnggcrcht trehsedtnahs.


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26/63

03


Gnmurc 4, Lcvcjapnhm ehl Tustenhnhm e Pcputetnah gar Tcrvndc Cxdcjjchdc, nlchtngncs tfc

Armehnsetnahej Daopctchdncstfet hccl ta `c nh pjedc ta lcjnvcr tfet cxdcjjcht scrvndc. \fcsc

armehnsetnahej daopctchdncs fevc ta `c nh pjedc rnmft edrass tfc armehnsetnah. Ejtfaumf yau deh

la e jat yaurscjg wntf yaur awh tceo, ]arjl Djess Tcrvndc Cxdcjjchdcrcjncs ah e daoontocht

ehl lrnvc grao tfc vcry tap ag tfc armehnsetnah ta `unjl tfcsc daopctchdncs. \fc daopctchdncs

erc lcsdrn`cl cjaw.

Tcrvndc Rcrsahejnty

\fc armehnsetnah fes e wcjj-lcgnhcl pcrsahejnty wfndf lcgnhcs tfc pertndujer wey nt lcjnvcrs

scrvndc ehl nhtcredts wntf nts dustaocrs.

Tcrvndc Dujturc

\fcrc ns e dujturc tfraumfaut tfc armehnsetnahs pcapjc tfet gaduscs ah mnvnhm cxdcjjcht scrvndc

ta `atf nhtcrhej ehl cxtcrhej dustaocrs. Jcelcrs ehl oehemcrs erc daoonttcl ta tfc scrvndc

dujturc. \fcy daoouhndetc tfc armehnsetnahs vnsnah, vejucs, jcelcrsfnp ehl dahtnhuaus

nopravcocht octfals ta copjayccs. Copjayccs uhlcrstehl tfcnr awh rajc nh suppartnhm tfc

scrvndc dujturc.

Eh cxeopjc ns pravnlcl `y e jermc, oujtnhetnahej armehnsetnah tfet suppjncs gaal praludts ta

rctenj starcs. Nt nhdjulcs dustaocr scrvndc nh nts onssnah stetcocht, pu jnsfcs nts armehnsetnahej

vejucs praonhchtjy ah nts wc`sntc, ehl nssucs e ahc-pemc Dustaocr Tcrvndc Drcla ta ejj nts

copjayccs. Nt chsurcs tfet ejj nts pcapjc fevc e djcer uhlcrstehlnhm ag tfc nopartehdc ag

dustaocr scrvndc nh ejj tfet tfcy la.

DaoonttclTtegg

Dustaocr GadusclRradcsscs

Cesy ta La@usnhcss ]ntf

Gnhehdnej@chcgnts

E TcrvndcRcrsahejnty

Gnmurc 4; Lcvcjapnhm ehl Tustenhnhm e Pcputetnah gar Tcrvndc Cxdcjjchdc

E TcrvndcDujturc


27/63


7

Daoonttcl Ttegg

Copjayccs erc wcjj-oatnvetcl, fevc e deh-la ettntulc, chkay tceo warinhm ehl suppartnhm tfcnr

nhtcrhej dustaocrs. Rragcssnahej rcjetnahsfnps cxnst tfraumfaut tfc armehnsetnah, wntf fnmf jcvcjs

ag trust, apchhcss ehl e ha-`jeoc dujturc, chdauremnhm dahtnhuaus nopravcocht.

Eh cxeopjc ns sfawh `y eh armehnsetnah wfcrc tceos rcmujerjy fevc tfcnr awh occtnhms ta

rcvncw dustaocr scrvndc nssucs, teji tfraumf nopravcochts ta pradcsscs ehl lcej wntf

dustaocrs pra`jcos. Cedf oahtf tfcy eppanht eh Copjaycc ag tfc Oahtf ehl tfc wnhhcrs

ag tfc ewerl erc saoctnocs pcapjc wfa lcej ahjy wntf nhtcrhej dustaocrs.

Dustaocr Gaduscl Rradcsscs

Tystcos ehl pradcsscs erc lcsnmhcl erauhl dustaocrs, wfctfcr nhtcrhej ar cxtcrhej. Tnx

systcos ar pradcsscs nh pertndujer erc scch es guhleochtej; daoouhndetnah systcos, systcos gar

jnstchnhm ta dustaocrs ehl copjayccs, trenhnhm systcos, epprensej, rcwerl ehl rcdamhntnah

systcos, pcrgaroehdc ocesurcocht systcos ehl scrvndc rcdavcry systcos.

Gar cxeopjc, et ejj sntcs ag e Curapceh rctenjcr tfcrc erc hatndc-àerls ta lnspjey up-ta-letc

mrepfs sfawnhm dustaocr setnsgedtnah jcvcjs. \fns tncs copjayccs ehl tceos pcrgaroehdcs

gnrojy ta nopravcochts gar dustaocrs.

Cesy \a La @usnhcss ]ntf

Ng tfc gnrst gaur armehnsetnahej daopctchdncs erc nh pjedc, tfch tfcy sfaujl jcel ta rcejjy pasntnvc

rcsujts gar dustaocrs tfcy wnjj gnhl tfc armehnsetnah cesy ta la ùsnhcss wntf.

Eh cxeopjc ns pravnlcl `y mucsts et e praonhcht fatcj mraup. \fc fatcj gnhls tfet nt wnhs ehl

iccps oehy hcw dustaocrs `cdeusc nt fes chsurcl nts ahjnhc raao àainhm scrvndc ns fnmfjy

dustaocr gaduscl ehl cesy ta usc. Dao`nhcl wntf tfc cxdcjjcht scrvndc rcpartcl `y dustaocrs

wfch tfcy stey et tfc fatcj, tfns ocehs tfc armehnsetnah ns cesy ta la ùsnhcss wntf.

Gnhehdnej @chcgnts

Ahdc tfc armehnsetnahej daopctchdncs erc nh pjedc, yaur tceo ehl armehnsetnah deh ùnjl e

rcputetnah eoahmst nts dustaocrs gar scrvndc cxdcjjchdc. \fns nh turh jcels ta Dustaocr Jayejty,

rcdaoochletnah ehl nh mchcrej ta gnhehdnej suddcss.


28/63

0=


]API-@ETCL ED\NWN\^

Tcjg Esscssocht \ceo Jcelcr ar Oehemcr Rcrgaroehdc

\fns scjg esscssocht che`jcs yau ta dfcdi yaur awh edtnahs. Erc yau lanhm tfc rnmft tfnhms es e

Oehemcr ar \ceo Jcelcr1 Gar cedf ag tfc tch pcrgaroehdc stetcochts `cjaw, tfnhi e`aut yaur

awh pcrgaroehdc es e Oehemcr ar \ceo Jcelcr.

Tcjcdt ta sfaw wfctfcr yau occt tfc pcrgaroehdc stetcocht Dahsnstchtjy, Rertjy ar Hat

et ejj

TCPWNDC DFEPED\CPNT\ND Dahsnstchtjy Rertjy Hatet ejj

5 N ihaw oy armehnsetnahs onssnah ehl/ar vnsnah

0 Oy tceo fes e dustaocr gadus

4 N sct nhlnvnluej a`kcdtnvcs gar oy tceo oco`crs

< N mnvc tceo oco`crs nhlnvnluej lnsdussnah tnoc

3 N oehemc oy awh tnoc ehl rcspahsn`njntncs wcjj

7 N esscss oy tceos trenhnhm ehl lcvcjapocht hccls

= Oy tceo daoouhndetcs wcjj

6 N ihaw faw ta lcej wntf pra`jcos nh oy tceo

Nlchtngy ^aur Icy Nssucs grao tfns Tcjg Esscssocht;


29/63


6

]API-@ETCL ED\NWN\^

\ceo Edtnah Rjeh

Haw yau hccl ta pjeh yaur erces gar dfehmc.

]rntc `cjaw tfc edtnahs tfet yau nhtchl ta teic avcr tfc daonhm wccis ehl oahtfs

Tferc tfc pjehs wntf yaur tceo ta oeic surc tfcy erc ejj ah àerl wntf tfc dfehmcs ehl

nopravcochts tfet yau wnjj jcel9 cxpjenh ejsa tfc rcesahs gar tfcsc dfehmcs ehl tfcnr pert nh

oeinhm tfco feppch

Iccp e dfcdi ah yaur edtnahs `y rcvncwnhm tfco rcmujerjy et yaur tceo occtnhms

Pcdarl tfc pramrcss tfet yau ehl yaur tceo oeic wntf yaur \ceo Edtnah Rjeh

ED\NAH RPAMPCTTO

ELC/DAORJC\CL LE\C

5

0

4


Sjtnoetcjy, fawcvcr, ahc ag tfc oenh lrnvcrs ag rcputetnah ns scrvndc cxdcjjchdc, ehl tfns ns e

lrnvcr tfet yau deh oehemc. Tcrvndc cxdcjjchdc ns hat kust eàut lcjnvcrnhm yaur praludt ar

scrvndc cggcdtnvcjy. Dcrtenhjy yaur dustaocrs wnjj cxpcdt tfns ta feppch, ùt tfcy cxpcdt e jat

oarc grao yau. \fcy laht kust weht ta `c setnsgncl, tfcy lcoehl tfet yau ta la e jat oarc -

ehl ng yau laht tfcy wnjj ma cjscwfcrc.

@c ewerc tfet rcputetnah waris nh e snonjer wey wntf nhtcrhej dustaocrs. E guhdtnah ar

lcpertocht wntfnh eh armehnsetnah onmft `c vncwcl `y atfcrs nh tfc armehnsetnah nh e gevaure`jc

ar paar jnmft, lcpchlnhm ah tfc jcvcj ag nhtcrhej dustaocr scrvndc nt pravnlcs. Raar nhtcrhej

scrvndc rcgjcdts hcmetnvcjy ah eh armehnsetnahs cxtcrhej scrvndc.

Ellcl Wejuc

Nh arlcr ta nhdrcesc yaur armehnsetnahs rcputetnah gar cxdcjjcht dustaocr scrvndc, dahsnlcr tfc

Ellcl Wejuctfet yau deh pravnlc, ejahm wntf tfc darc praludts ehl scrvndcs. âur Ellcl Wejuc

deh `c tfc cxtre scrvndc pcrfeps scrvndc nhhavetnah ar eh nopravcl coatnahej dahtcht nh tfc

Tcrvndc Aggcr tfet yau pravnlc gar yaur dustaocrs. Oehy dustaocrs wnjj vncw tfc gajjawnhm es

ellnhm vejuc ta yaur Tcrvndc Aggcr;

Chfehdcl coatnahej dahtcht ag scrvndc lcjnvcry, cspcdnejjy tfasc pcrsahej taudfcs wfndf

oeic tfc dustaocr gccj tfet tfcy erc `cnhm trcetcl es spcdnej

Hcw typcs ag scrvndc wfndf atfcr armehnsetnahs erc hat aggcrnhm

Nhlnvnluej trcetocht, pcrfeps oeinhm cxtre cggarts ta lnsdavcr wfet dustaocrs weht

Fnmfjy rcspahsnvc weys ag sajvnhm yaur dustaocrs pra`jcos

@CT\ RPED\NDC

Cura-Lcpartc @unjlnhm tfc Pcputetnah

Ttcpfeh Kafehssah, Tchnar Wndc Rrcsnlcht, Rraludt ehl Tcrvndc, Cura-Lcpartc;

"]c lcvcjapcl aur fnmf-quejnty dustaocr scrvndc eppraedf jermcjy cdeusc wc cjncvcl tfet

tfcrc waujl `c e lcoehl gar nt grao aur dustaocrs àtf cxnstnhm ehl hcw ahcs. Taoc ag aur

pcapjc wcrc sdcptndej et gnrst. ]c wcrc tfc gnrst ta nhtraludc tfc bgnthcss ejcrt scrvndc' wfndf

schls aut e grcc tcxt ocssemc nhgaronhm oco`crs ag aur gnthcss dchtrcs eàut hcw nhntnetnvcs

ehl hcw praludts, ehl dfehmcs ta gnthcss djess sdfclujcs, gar cxeopjc.

Taoc pcapjc senl tfet oco`crs waujl rcscht rcdcnvnhm tcxts grao us, ùt egtcr wc fel

jeuhdfcl tfc systco wc esicl aur dustaocrs wfet tfcy tfaumft ag nt. ]fch wc stulncl tfc

gcclèdi, aur dustaocrs rcejjy epprcdnetcl nt. Ta wc dahtnhucl ta pravnlc tfet gednjnty. Nts

ahc ag tfasc tfnhms tfet ns ahjy soejj, ùt nt chfehdcs aur rcputetnah, ehl, tamctfcr wntf aur

fnmf-nhtchsnty dustaocr scrvndc trenhnhm tfet wc nhtraludcl gar ejj dustaocr-gednhm stegg, nts

fevnhm e mrcet pasntnvc nopedt ah aur àttao jnhc.


31/63


2

5.= ]fy Oehemcrs Erc Ta Noparteht

Oehemcrs ehl \ceo Jcelcrs deh oeic ar `rcei eh armehnsetnahs vejucs. E jcelcr wfa

suddcssgujjy drcetcs e dustaocr gaduscl dujturc fes e `nm nopedt ah ùsnhcss suddcss - tfraumf

stegg rctchtnah ehl dustaocr jayejty.

Es e Oehemcr ar \ceo Jcelcr yau sfaujl daoouhndetc yaur armehnsetnahs Dustaocr Tcrvndc

Ttretcmyta yaur tceo - ta nhspnrc tfco ta cxdccl tfcnr dustaocrs cxpcdtetnahs. âu deh ahjy

edfncvc tfns ng yau `cjncvc nh yaur awh e`njntncs es e jcelcr edtnhm es e rajc oalcj ehl sfernhm

yaur pasntnvc coatnahs wntf yaur tceo.

@CT\ RPED\NDC

Shndchtra Daoouhndetnhm tfc Ttretcmy

Keocs ]rnmft-Tontf, Tchnar Oehemcr Rjehhnhm ehl Pcscerdf et Shndchtra;

Et Shndchtra tfc Dfncg Cxcdutnvc chdauremcs fns stegg ta "Jct yaur dahgnlchdc ehl pcrsahejnty

sfnhc tfraumf. @c yaurscjg." @ut fc ihaws tfns ns ahjy passn`jc tfehis ta tfc systcos ehl

trenhnhm tfet wc fevc nh pjedc, oudf ag wfndf ns uscl ta daoouhndetc tfc daopehy's a`kcdtnvcs

gar dustaocr scrvndc. \fns mnvcs fns stegg àtf tfc daopctchdc ehl dahgnlchdc ta oeic tfc

lnggcrchdc.

"\fc lnggcrchdc ns faw pcapjc gccj wfch tfcy gnhnsf tejinhm ta us. \fcy ma ewey wntf e gccjnhm

tfet tfcy fevc fel e maal dahvcrsetnah wntf e grnchl. Nts tfc ettntulc aur pcapjc fevc ehl

tfcnr schsc ag fuoaur. @ut ta la tfns tfcy hccl ta gccj àtf daopctcht ehl dahgnlcht ehl `c

maal daoouhndetars, wnjjnhm ehl e`jc ta oeic lcdnsnahs."

@cjncvc nh yaur awh e`njntncs es e jcelcr


32/63

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5.6 Guhleochtej Dahdcpts ag Dustaocr Tcrvndc \ceos

Nh arlcr ta `cdaoc eh cggcdtnvc Oehemcr ar \ceo Jcelcr, yau hccl tfc suppart ag yaur tceo.

Cxdcjjcht armehnsetnahs fevc tceos tfet erc trujy a`scsscl wntf dustaocrs. E tceo ns tfc nlcej

pjedc ta oeic tfc dustaocr gaduscl dujturc e rcejnty, wntf jnic-onhlcl dajjcemucs lcvcjapnhm e

pessnah gar mchunhcjy cxdcjjcht dustaocr scrvndc.

âur tceo ns tfc `cst pjedc ta stert oeinhm tfc nopravcochts tfet erc hcclcl gar warjl djess

scrvndc cxdcjjchdc. Ag daursc, nt ns hat snopjy e oettcr ag `cdaonhm eh chtfusnest gar dustaocr

scrvndc. Cvch ng cvcryahc rcdamhnscs faw noparteht cxdcjjcht scrvndc ns es eh a`kcdtnvc, tfc

rnmft pcapjc, rcsaurdcs ehl pradcsscs oust ejsa `c nh pjedc gar nt ta feppch. \fnhi eàut tfc

jcvcj ag dustaocr gadus nh yaur awh tceo, faw yau daujl nhdrcesc nt, ehl tfc lcvcjapochtej

edtnvntncs tfet yaur tceo daujl nhtraludc nh arlcr ta oeic `nm strnlcs tawerls occtnhm ehlcxdcclnhm cxpcdtetnahs - ag àtf nhtcrhej ehl cxtcrhej dustaocrs.

@chcgnts ag \ceo ]arinhm

Haw tfnhi eàut wfy cggcdtnvc tceos erc pertndujerjy `chcgndnej gar dustaocr scrvndc. Jcts

nlchtngy saoc ag tfc `chcgnts ag cggcdtnvc tceo warinhm.

Oatnvetnah- Taoc pcapjc erc `cttcr tceo pjeycrs tfeh atfcrs, ùt wc ejj `chcgnt grao `cnhm

nhvajvcl wntf atfcr pcapjc, ehl e schsc ag nhvajvcocht agtch jcels ta e schsc ag oatnvetnah.

Tfercl Wnsnah- \ceos ag dustaocr scrvndc pragcssnahejs hccl ta `c djcer eàut tfc tceos

avcrejj a`kcdtnvcs. \fns jcels ta e sfercl vnsnah ag dustaocr scrvndc - ejj tfc tceo pujjs

tamctfcr, rcdamhnsnhm tfet tfc prnoc a`kcdtnvc ns ta lcjnvcr cxdcjjcht scrvndc ta dustaocrs.

Rra`jco Pcsajutnah- Taoctnocs tceos gedc lnggndujtncs. Tfernhm pra`jcos ehl lnggndujtncs wntf

atfcrs nh e tceo ns ehatfcr icy `chcgnt ag tceo warinhm. Addesnahejjy, gar cxeopjc, nhlnvnluejs

deh `cdaoc lc-oatnvetcl, ehl la hat wari gujjy gar tfc tceo. Et atfcr tnocs, pradcsscs deh

`rcei lawh, ar tfcrc deh `c a`stedjcs ta avcrdaoc.

\ceo Tyhcrmy- Occtnhm lceljnhcs gar nhtcrhej ehl cxtcrhej dustaocrs deh drcetc prcssurcs nh e

tceo. Chjnstnhm tfc fcjp ag atfcrs deh fcjp mct tfraumf tfasc lnggndujtncs. \fns tceo syhcrmy ns

eh csschtnej pert ag cxdcjjcht nhtcrhej dustaocr scrvndc.


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0

Fcrc ns e suooery ag tfc `chcgnts ag cggcdtnvc tceo warinhm.

MSNLC-JNHC

@chcgnts ag Cggcdtnvc \ceo ]arinhm

\fc tceo fes sfercl a`kcdtnvcs

@cttcr ihawjclmc ag atfcrs ka` rajcs

Chkayocht ag warinhm wntf atfcrs

Nopravcl daoouhndetnah sinjjs nh tfc tceo wnjj `chcgnt dustaocrs

Nhdrcescl nhvajvcocht, ka` setnsgedtnah ehl oatnvetnah

\ceo spnrnt

Nopravcl warinhm rcjetnahs

Taocahc ta fcjp aut wfch tfcrc erc lceljnhcs ta occt ar pra`jcos ta sajvc

@cttcr daoouhndetnah `ctwcch lcpertochts ar uhnts ag tfc armehnsetnah

]fet Oeics eh Cggcdtnvc \ceo1

]c haw hccl ta djerngy ehatfcr icy rcesah wfy maal tceo warinhm - tceo syhcrmy - ns sa vntej

gar dustaocr scrvndc. Dustaocrs la ùsnhcss wntf yaur armehnsetnah nh arlcr ta eddcss yaur

praludts ehl scrvndcs. Gcw ag tfasc praludts ehl scrvndcs deh `c lcejt wntf `y ahc pcrsahejahc - scvcrej tceo oco`crs erc usuejjy nhvajvcl wntf eh nhlnvnluej dustaocr trehsedtnah. Ng

sceojcss scrvndc ns ta `c pravnlcl, tfch yaur tceo oust wari djascjy tamctfcr. Cedf oco`cr

sfaujl ihaw àtf tfcnr awh rajc ehl tfc rajcs ag atfcr tceo oco`crs.

Cvcry Tcdahl Dauhts!

\fnhi ag e Garouje 5 oatar rednhm tceo - tfc csschdc ag tceo syhcrmy. \fc wccis ehl leys

ùnjlnhm up ta e Garouje 5 redc erc spcht pcrgcdtnhm tfc der, tfc tedtnds ehl ejj tfc drntndej tceo

edtnvntncs tfet wnjj teic pjedc ah redc ley. \fc chmnhccrs prcperc tfc der gar tfc redc, scttnhm nt

up wntf nhdrcln`jc prcdnsnah ta sunt tfc lrnvcr. Lurnhm predtndc scssnahs ehl tfc redc ntscjg ejj

tfc tceo oco`crs fevc tfcnr awh spcdngnd rajcs ta pjey.

]fch tfc lrnvcr daocs nh gar e pnt stap cvcry lctenj - ehl cvcry scdahl - dauhts! Ejj tfc tceo

oco`crs oust pcrgaro tfcnr awh, wcjj-rcfcerscl tesis repnljy ehl edduretcjy. Cvcrytfnhm oust

`c daopjctcl wntf pcrgcdt tnonhm, ta wari nh feroahy wntf tfc rcst ag tfc tceo. Faw lacs tfc

oatar rednhm tceo la tfns sa cggcdtnvcjy1 \fcy edfncvc nt tfraumf trenhnhm, uhlcrstehlnhm wfet

tfc dustaocr (tfc lrnvcr nh tfns desc) wehts - ehl tfraumf predtndc, ta ùnjl tfcnr sinjjs ta tfc

vcry fnmfcst jcvcjs.

Eppjy tfc prnhdnpjcs ag tfc oatar rednhm tceo ta yaur awh tceos rajc wntf dustaocrs. ]ari

wntf yaur tceo oco`crs ta uhlcrstehl cxedtjy faw ta lcjnvcr cxdcjjcht scrvndc. Chdauremc


34/63

44


tceo oco`crs ta rcfcersc ehl nopravc tfcnr kanht pradcsscs - sa tfet nh lcejnhm wntf cedf ehl

cvcry dustaocr, tfc tceo pcrgaros ta pcrgcdtnah.

IHA]JCLMC-DFCDI 5.4

Shndchtra \ceo ]arinhmêh Kuhm ]eh, Dustaocr Tcrvndc Oehemcr gar e hcw Shndchtra rctenj dchtrc nh Oejeysne, ns

ruhhnhm e trenhnhm scssnah gar fns hcwjy rcdruntcl tceo ag Pctenj Tcdurnty Elvnsars. \fcy wnjj `c

petrajjnhm tfc dchtrc wfndf davcrs e jermc erce fcjpnhm dustaocrs ehl rctenj waricrs, ehl

lcejnhm wntf ejj scdurnty nssucs. \fcy wnjj hccl ta `c oujtn-sinjjcl nh arlcr ta occt tfc

cxpcdtetnahs ag tfcnr dustaocrs wfa erc nhlnvnluej sfappcrs, rctenj waricrs, sfap awhcrs ehl

taurnsts.

êh Kuhm ]eh wehts tfc tceo ta lcvcjap e oujtn-sinjjcl eppraedf ta tfcnr wari, `cjncvnhm tfettfns wnjj fcjp lcjnvcr cxdcjjcht scrvndc ta tfc vernaus typcs ag dustaocrs. Lurnhm tfc trenhnhm

scssnah eh nssuc fes ernsch - scvcrej ag tfc tceo weht ta ihaw wfy tfcy sfaujl fevc ta fehljc

tfcsc lnggcrcht lcoehls grao tfc rehmc ag lnggcrcht dustaocrs, es prcvnausjy tfcy ejj derrncl

aut e strenmftgarwerl scdurnty muerlnhm rajc.

Tcjcdt tfc `cst ehswcr ta tfc qucstnah;

]fndf ns êhs `cst ehswcr ta tfc tceo1

E Oujtn-sinjjnhm lcjnvcrs sceojcss scrvndc ta dustaocrs, chfehdnhm Shndchtras rcputetnah@ Shndchtra dehhat eggarl ta copjay scdurnty muerls es wcjj es dustaocr elvnsars

D Shndchtras pajndy rcqunrcs tfc oujtn-sinjjcl eppraedf - ehl nts nh tfc ka` lcsdrnptnahs


35/63


Ihawnhm ehl Gajjawnhm âur Armehnsetnahs Pujcs

Nt ns drntndej tfet yaur armehnsetnahs pradcsscs, rujcs ehl rcmujetnahs erc gajjawcl. Fcrc erc

saoc munlc-jnhcs ah gajjawnhm pradcsscs.

MSNLC-JNHC

Gajjawnhm Armehnsetnahej Rradcsscs

Armehnsetnahej Rradclurcs Pcjetnhm ta âur Oehemcr ar \ceo Jcelcr Pajc

Dustaocr scrvndc, es wntf ehy ùsnhcss edtnvnty, oust `c dahludtcl eddarlnhm ta yaur

armehnsetnahs rujcs, munlcjnhcs ehl cxpcdtetnahs. Nt sfaujl ejsa `c lcjnvcrcl nh sudf e wey es ta

gnt wntf tfc `raelcr a`kcdtnvcs tfet yaur armehnsetnah fes gar dustaocr scrvndc, sudf es nh e

stetcocht ag armehnsetnahej vejucs, stretcmnd a`kcdtnvcs ar e Drcla. Gnhl aut faw atfcrs lcjnvcr

cxdcjjcht scrvndc ehl elapt tfcnr `cst predtndcs wfcrcvcr yau deh.

Jews

\fcrc erc icy jews wfndf yau oust chsurc tfet yaur tceo iccps ta. \fc jews tfet erc rcjcveht

ta yau lcpchl pertjy ah tfc scdtar yau erc warinhm wntfnh, ùt tfcrc erc saoc icy erces ag

jcmnsjetnah wfndf eppjy ta ejj ar oast armehnsetnahs. Dfcdi tfc jews eppjynhm ta;

Dahsuocr Pnmfts ehl Dahsuocr Rratcdtnah rcjetnhm ta scjjnhm maals ehl scrvndcs

Lete Rratcdtnah ehl Grcclao ag nhgaroetnah

Tcx Lnsdrnonhetnah

Cquejnty ehl Lnvcrsnty

Lnse`njnty Lnsdrnonhetnah

Fcejtf ehl Tegcty

Fuoeh Pnmfts

Dapyrnmft

Ehy atfcr espcdts spcdngnd ta yaur scdtar ar nhlustry

\fc Nhtcrhct ns e maal saurdc ag nhgaroetnah ehl elvndc ah tfcsc ehl atfcr jews. @c surc ta

dahgnro tfc rcjne`njnty ag tfc spcdngnd wc`sntcs tfet yau usc `y drass-dfcdinhm wntf atfcrs ehl `y

cxeonhnhm nh lctenj tfc saurdcs ag tfc nhgaroetnah mnvch ehl tfc arnmnhetars ag tfc wc sntc. Nh

ellntnah, dfcdi ehy nhgaroetnah yau a`tenh emenhst yaur awh armehnsetnahs pu`jndetnahs ehl

pradcsscs, oeinhm e`sajutcjy dcrtenh tfet yau es tfc Oehemcr ar \ceo Jcelcr erc usnhm ehl

mnvnhm tfc darrcdt elvndc ta yaur tceo.


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5.52 Chl-ag-Oalujc Ihawjclmc-Dfcdi

IHA]JCLMC-DFCDI 5.7, NT@H-54; >=6-24=6-5>2726224=

Kafhstah, P.Lcjnvcrnhm Tcrvndc Cxdcjjchdc; \fc Wncw grao tfc Graht JnhcNhstntutc ag Dustaocr Tcrvndc, 0224, NT@H-52; 2>34>20670

Kafhstah, P.Tcrvndc Cxdcjjchdc?Pcputetnah?Rragnt; Lcvcjapnhm ehl Tustenhnhm e Pcputetnah gar TcrvndcCxdcjjchdcNhstntutc ag Dustaocr Tcrvndc, 0225, NT@H-54; >=6-2>34>20634>206=6-20=47647=


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Ietzch`edf, K.P., Laumjes I. Tontf, L.I.\fc Lnsdnpjnhc ag \ceos; ]fet oeics tfc lnggcrchdc `ctwcch e tceo tfet pcrgaros ehl ahc tfetlacsh't1Ferverl @usnhcss Pcvncw, Kuj/Eum 0223, Waj. 64 Nssuc =/6

Tontf, T. ehl ]fccjcr, K.Oehemnhm tfc Dustaocr Cxpcrnchdc; \urhnhm Dustaocrs nhta ElvadetcsGnhehdnej \nocs/Rrchtndc Fejj, 0220, NT@H-54; >=6-20=4775>33, NT@H-52; 20=4775>3=

]c`sntcs;

www.dustaocr5st.da.ui Dustaocr 5st Nhtcrhetnahej

www.dustaocr5stjcerhnhm.da.ui Dustaocr 5stNhtcrhetnahejs Jcerhnhm ]c`sntc

www.nhstntutcagdustaocrscrvndc.dao Nhstntutc ag Dustaocr Tcrvndc

www.dustaocrscrvndcewerls.dao Dustaocr Tcrvndc Ewerls

www.oydustaocr.dao OyDustaocr.dao

www.uidsn.dao SIDustaocr Tetnsgedtnah Nhlcx


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Oeppnhm ta Hetnahej Addupetnahej Ttehlerls gar Dustaocr Tcrvndc

SHN\ = (\FCOC; DST\AOCP TCPWNDC GASHLE\NAHT)

Shlcrstehl dustaocr scrvndc ta nopravc scrvndc lcjnvcry

Ihawjclmc ntco Tcdtnah(s)

=.5 usc eddcptcl dustaocr scrvndc jehmuemc ehl eppjy nts prnhdnpjcs=.5.5 cxpjenh faw yaur armehnsetnah unjls e Tcrvndc Aggcr tfet wnjj occt dustaocr

cxpcdtetnahs5. cxpjenh wfy yaur armehnsetnah oust jnont tfc jcvcj ag dustaocr scrvndc nt mnvcsnh arlcr ta `ejehdc dustaocr setnsgedtnah wntf armehnsetnahej maejs

0.0

=.5.52 cxpjenh faw yaur `cfevnaur ehl tfc `cfevnaur ag dustaocrs deh nhgjuchdc tfcjcvcj ag dustaocr setnsgedtnah edfncvcl

5.3/7./6.7

6.5.0 lcsdrn`c faw yau waujl a`tenh eutfarnsetnah ta dfehmc dustaocr scrvndcpredtndcs

5.>/6.7

6.5.4 cxpjenh tfc jnonts ag yaur awh eutfarnty ehl wfa cjsc nh tfc armehnsetnahwaujl hccl ta `c nhvajvcl ng ellntnahej eutfarnty ns hcclcl gar nopravcochtsar lcvcjapochts

5.>/6.7

6.5.< cxpjenh faw yau waujl nhvajvc dajjcemucs ar scrvndc perthcrs nh tfcnopjcochtetnah ag nopravcochts ar dfehmcs

5.>/=.7/6.7

6.0 lcvcjap dustaocr scrvndc gajjawnhm cxtcrhej rcmujetnah ehl jcmnsjetnah6.0.5 cxpjenh rcjcveht rcmujetnah ehl jcmnsjetnah rcjetnhm ta dahsuocr pratcdtnah 5.>

6.0.0 lcsdrn`c rcjcveht rcmujetnah ehl jcmnsjetnah rcjetnhm ta lete pratcdtnah 5.>6.0.4 cxpjenh rcjcveht rcmujetnah ehl jcmnsjetnah rcjetnhm ta lnse`njnty lnsdrnonhetnahehl cquej appartuhntncs

5.>

6.0.< cxpjenh rcjcveht rcmujetnah ehl jcmnsjetnah rcjetnhm ta lnvcrsnty ehl nhdjusnahehl lnsdrnonhetnah gar rcesahs atfcr tfeh lnse`njnty

5.>

6.0.3 cxpjenh rcjcveht rcmujetnah ehl jcmnsjetnah rcjetnhm ta fcejtf ehl segcty agdustaocrs ehl dajjcemucs

5.>

6.0.7 cxpjenh tfc hccl ta `ejehdc tfc rcqunrcochts ag rcmujetnah wntf tfc hccls ehla`kcdtnvcs ag yaur armehnsetnah

5.>

6.0.= lcsdrn`c faw yau waujl nhdarparetc rcjcveht rcmujetnah ehl jcmnsjetnah wfchpjehhnhm ehl nopjcochtnhm nopravcochts ehl lcvcjapochts

0.0/6.7

SHN\ 54 (\FCOC ; NORPCTTNAH EHL NOEMC)

Oeic dustaocr scrvndc pcrsahej


54e faw usc ag yaur dustaocrs heoc oeics scrvndc oarc pcrsahej


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00>


SHN\ 40 (\FCOC ; FEHLJNHM RPA@JCOT)

Oahntar ehl sajvc dustaocr scrvndc pra`jcos


40e armehnsetnahej pradclurcs ehl systcos gar lcejnhm wntf dustaocr scrvndcpra`jcos

5.>/7.4/7.3

40` armehnsetnahej pradclurcs ehl systcos gar nlchtngynhm rcpcetcl dustaocrscrvndc pra`jcos

7.7

40d faw tfc suddcssguj rcsajutnah ag dustaocr scrvndc pra`jcos dahtrn`utcs tadustaocr jayejty wntf tfc cxtcrhej dustaocr ehl nopravcl warinhmrcjetnahsfnps wntf scrvndc perthcrs ar nhtcrhej dustaocrs

5.


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SHN\ 4> (\FCOC ; LCWCJAROCH\ EHL NORPAWCOCH\)

]ari wntf atfcrs ta nopravc dustaocr scrvndc


4>e wfa cjsc ns nhvajvcl cntfcr lnrcdtjy ar nhlnrcdtjy nh tfc lcjnvcry ag dustaocrscrvndc

6.0

4>` tfc rajcs ehl rcspahsn`njntncs ag atfcrs nh yaur armehnsetnah d tfc rajcs ag atfcrs autsnlc yaur armehnsetnah wfa fevc eh nopedt ah yaur

scrvndcs ar praludts=.7

4>l wfet tfc maejs ar termcts ag yaur armehnsetnah erc nh rcjetnah ta dustaocrscrvndc ehl faw tfcsc erc sct

0.0/0.4/0.c faw yaur armehnsetnah nlchtngncs nopravcochts nh dustaocr scrvndc 6.0/6.7

SHN\


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SHN\


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Mjassery

Eddcssn`njnty

E scrvndc dferedtcrnstnds wfndf nhdjulcs, gar cxeopjc, `cnhm gjcxn`jc ehl fevnhm scrvndc evenje`jcet es oehy tnocs ehl jadetnahs es passn`jc.Edtnah-Dchtrcl JcelcrsfnpE snopjc dfcdijnst eppraedf ta pjehhnhm tesis. Nt fcjps e Oehemcr ta nlchtngy tfc icy espcdts agehy tesi wfndf e tceo oey `c teinhm ah ar pjehhnhm. Ssnhm e dfcdijnst eppraedf (\esi-\ceo-Nhlnvnluej), tfc Oehemcr tfc tfrcc espcdts; faw tfc tesi wnjj `c uhlcrteich, faw tfc tceo wnjjlcvcjap tfraumf daopjctnhm nt, ehl faw tfc tesi deh `chcgnt tfc lcvcjapocht ag nhlnvnluej tceooco`crs. Nh eppjynhm Edtnah-Dchtrcl Jcelcrsfnp ta e dustaocr scrvndc tceo nh pertndujer, tfcoehemcr sfaujl ejsa dahsnlcr tfc nopjndetnahs gar dustaocrs.Edtnvc JnstchnhmOeinhm e dahsdnaus, pjehhcl cggart ta eppjy spcdngnd jnstchnhm sinjjs. Nt ns e sinjj tfet deh `clcvcjapcl ehl nhvajvcs esinhm wcjj pjehhcl qucstnahs ta chsurc tfet ahc rcejjy uhlcrstehls

dustaocrs' ehl tceo oco`crs' hccls ehl cxpcdtetnahs. Gcclèdi deh ejsa `c mnvch, pcrfepstfraumf mcsturcs ehl àly jehmuemc, ta rcnhgardc tfc gedt tfet tfc jnstchcr ns uhlcrstehlnhmwfet ns `cnhm daoouhndetcl.Ellcl WejucEllcl Wejuc ns tfc cxtre, avcr ehl eàvc tfc èsnd praludt ar Tcrvndc Aggcr tfet eh armehnsetnahoeics evenje`jc ta nts dustaocrs. \fns ellcl vejuc rcprcschts cxtre `chcgnts tfet deh trujylcjnmft dustaocrs ehl iccp tfco jayej.Emmrcssnvc @cfevnaurE typc ag `cfevnaur nh wfndf ahc lnsrcmerls tfc gccjnhms ehl vncws ag atfcrs.Epprensej Pcvncw TystcoE strudturcl eppraedf ta rcvncwnhm ehl pjehhnhm ag eh nhlnvnluej tceo oco`crs wari ehllcvcjapocht, usuejjy tfraumf rcmujer, ahc-ta-ahc occtnhms `ctwcch tfc nhlnvnluej ehl fns arfcr Oehemcr.Esscrtnvc @cfevnaurE typc ag `cfevnaur nh wfndf ahc edts nh eh elujt oehhcr, eppjynhm tfnhinhm ehl rcesahnhm. Ngahc edts esscrtnvcjy ahc puts ahcs awh panht edrass nh e djcer, gnro, ùt genr oehhcr.EssurehdcE scrvndc quejnty gedtar - tfc ihawjclmc ehl daurtcsy ag tfc copjayccs ehl tfcnr e`njnty tadahvcy trust ehl dahgnlchdc.Eumochtcl TcrvndcE jcvcj ag scrvndc wfndf macs `cyahl darc scrvndc ehl ns tfc onhnouo yaur armehnsetnah sfaujlpravnlc nh arlcr ta et jcest iccp up wntf tfc oerict. âu wnjj mchcrejjy `c occtnhm ehlcxdcclnhm dustaocrs cxpcdtetnahs. Eumochtcl Tcrvndc wnjj rctenh oehy dustaocrs nh tfc sfart

ehl oclnuo tcro, ùt tfns jcvcj ag scrvndc lacs hat dahsnstchtjy lcjnvcr rcejjy cxdcptnahejcxpcrnchdcs gar dustaocrs - tfc ]aw! gedtar ns hat tfcrc ejj tfc tnoc.@0@E @usnhcss-ta-@usnhcss armehnsetnah9 tfc dustaocr ns ehatfcr ùsnhcss retfcr tfeh eh nhlnvnluej.@errncr \a DfehmcEhy a`stedjc wfndf oey prcvcht tfc nopjcochtetnah ag e pjehhcl dfehmc.@cjncg DydjcE vndnaus dnrdjc (ag @cjncg, Ettntulc, @cfevnaur ehl Autdaoc), wfndf deh `c `raich `ydahsdnausjy dfehmnhm ahcs ettntulc ehl tfcrcgarc oalngynhm ahcs tchlchdy ta `cfevc nh epertndujer wey. \fns dahdcpt ns uscguj gar eh nhlnvnluej lcejnhm wntf e lnggndujt sntuetnah arpcrsah.@chdfoeri

Nh dustaocr scrvndc e `chdfoeri ns tfc scrvndc jcvcj ar quejnty ettenhcl `y ehatfcr armehnsetnah,wfndf oey `c uscl ta daoperc pcrgaroehdc ehl ta sct termcts. Gar cxeopjc e tceo daujl`chdfoeri nts awh dustaocr scrvndc retnhms emenhst tfc jcvcjs edfncvcl `y tfc `cst armehnsetnahnh tfc scdtar.


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@jchlcl JcerhnhmE onxturc ag lnggcrcht jcerhnhm typcs, agtch eppjncl ta tfc dao`nhetnah ag c-jcerhnhm ar lnstehdcjcerhnhm wntf saoc gedc-ta-gedc nhtcredtnah wntf tutars/trenhcrs ehl/ar atfcr jcerhcrs.@aly Jehmuemc]c daoouhndetc usnhm warls ùt tfcy laht usuejjy tcjj tfc wfajc stary. @aly jehmuemc ns edajjcdtnah ag cxprcssnahs ah aur gedc ehl mcsturcs wc oeic. Wcry agtch àly jehmuemc tcjjs usoarc eàut wfet saocàly ns edtuejjy tfnhinhm tfeh tfc warls tfcy usc. ]fch yau erc lcejnhmwntf e dustaocr yau deh jcerh e jat eàut wfet tfcy tfnhinhm grao tfcnr àly jehmuemc. \fns ejsaocehs tfet yau hccl ta `c ewerc ag tfc ocssemcs yau erc mnvnhm ta tfc dustaocr tfraumf yaurawh cxprcssnahs ehl mcsturcs yaur awh àly jehmuemc.@usnhcss DescE djcer kustngndetnah, usuejjy nhdjulnhm gnhehdnej lctenjs, ag wfy e spcdngnd prapasej, nhvcstocht ardfehmc ns wartfwfnjc grao eh armehnsetnahej vncwpanht.Dnrdjc ag GrustretnahE vndnaus dnrdjc, agtch eppjncl ta lcjcmetnah, nh wfndf e Oehemcr deh tchl ta lcjcmetc rcpctntnvc,uhlcoehlnhm tesis ta nhlnvnluejs, wfa gnhl tfc lcjcmetcl tesis àrnhm, ehl tfcrcgarc genj ta

nopravc tfcnr awh sinjjs ehl oatnvetnah. \fc Oehemcr tfch sccs tfc nhlnvnluej es saocahc wfans jaw-sinjjcl ehl paarjy oatnvetcl.Daedfnhm]arinhm wntf ehatfcr nhlnvnluej ta fcjp tfco lcvcjap tfcnr sinjjs ehl ihawjclmc. Nt ns haroejjyderrncl aut ahc-ta-ahc, wntf tfc daedf nlchtngynhm ehl snmhpastnhm tfc suppart ehl rcsaurdcstfet tfc nhlnvnluej hccls nh arlcr ta lcvcjap.Dalc ag RredtndcOehy trelc essadnetnahs ehl pragcssnahej àlncs fevc e Dalc ag Rredtndc tfet munlcs oco`crs ahfaw tfcy sfaujl dahludt tfcnr ùsnhcss. Oast Dalcs ag Rredtndc nhdjulc munlehdc ah faw ta lcejwntf dustaocrs. Nh pertndujer tfcy usuejjy davcr faw oco`crs sfaujl lcej wntf daopjenhts ehldustaocr pra`jcos. Dalcs ag Rredtndc la hat fevc tfc seoc inhl ag eutfarnty es rcmujetnah ehljcmnsjetnah. Fawcvcr, ng e oco`cr ejweys nmharcs e Dalc ag Rredtndc, tfc essadnetnah ar

pragcssnahej àly oey oeic nt vcry lnggndujt gar tfet oco`cr ta dahtnhuc nh ùsnhcss.Daoonttcl TteggEh armehnsetnahej daopctchdc wfndf dahtrnùtcs ta cxdcjjcht dustaocr scrvndc. N nsdferedtcrnscl `y copjayccs wfa erc wcjj-oatnvetcl, fevc e deh-la ettntulc, chkay tceowarinhm ehl suppartnhm àtf nhtcrhej ehl cxtcrhej dustaocrs.DaoouhndetnahE scrvndc dferedtcrnstnd noparteht gar scrvndc cxdcjjchdc wfndf nhdjulcs, gar cxeopjc, pravnlnhmdustaocrs wntf maal quejnty prc-purdfesc praludt nhgaroetnah, nhgaroetnah eàut egtcr-sejcsscrvndc ehl edduretc ehl tnocjy nhgaroetnah gar nhtcrhej dustaocrs.DaopctchdcE scrvndc dferedtcrnstnd noparteht gar scrvndc cxdcjjchdc wfndf nhdjulcs, gar cxeopjc, tfc

cggndncht pediemnhm ag e huo`cr ag ntcos nh e lcjnvcry ehl `cnhm eh edduretc elvnsar tadustaocrs.Daopjenht EhejysnsMetfcrnhm nhgaroetnah eàut dustaocr daopjenhts nh arlcr ta spat trchls ehl nlchtngy wfcrcpradcsscs oey `c `rceinhm lawh ehl tfcrcgarc wfcrc nopravcochts hccl ta `c oelc.Daopahchts ag Cxdcjjcht Dustaocr Tcrvndc\fc drntndej armehnsetnah daopctchdncs wfndf erc gceturcs ag armehnsetnahs wfndf fevc edtuejjyedfncvcl e rcputetnah gar cxdcjjcht dustaocr scrvndc.Dahtnhuaus NopravcochtOehy armehnsetnahs try ta iccp efcel ag daopctntars `y pravnlnhm `cttcr dustaocr scrvndc. Ngdaopctntars ejsa la tfns, armehnsetnahs fevc ta iccp nopravnhm tfcnr dustaocr scrvndc ta steyefcel. Ta tfc pradcss ag dahtnhuaus nopravcocht fcjps armehnsetnahs ta oeic surc tfns feppchs

es e oettcr ag rautnhc. Dustaocr scrvndc ns lcjnvcrcl ehl dustaocr gcclèdi ns dajjcdtcl. \fcdustaocr gcclèdi ns uscl ta ocesurc dustaocr cxpcdtetnahs ehl dustaocr setnsgedtnah. \fcnhgaroetnah grao tfc dustaocr gcclèdi ns uscl ta gnhl weys ag nopravnhm tfc dustaocr scrvndcehl dfehmcs erc oelc.


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043


Dustaocr GcclèdiDustaocr gcclèdi ns nhgaroetnah eàut dustaocr pcrdcptnahs ag dustaocr scrvndc dajjcdtcl `ytfc armehnsetnah grao dustaocrs ar mnvch ta tfc armehnsetnah `y dustaocrs. Dustaocr gcclèdideh `c dajjcdtcl garoejjy usnhm qucstnahhenrcs ar atfcr inhls ag survcys. Nhgaroej dustaocrgcclèdi deh `c dajjcdtcl grao dfehdc rcoeris ar daoochts tfc dustaocr fes oelc wntf arwntfaut cnhm esicl.Dustaocr Gaduscl DujturcE Dustaocr Gaduscl Dujturc eppjncs nh eh armehnsetnah nh wfndf tfc dustaocrs (àtf cxtcrhej ehlnhtcrhej) erc dchtrej ta tfc wey tfc armehnsetnah lacs nts ùsnhcss. Dahsnlcretnah ag dustaocrspcrocetcs tfc wfajc armehnsetnah, ehl copjayccs erc ewerc ag tfc drntndej nopartehdc agdustaocr scrvndc.Dustaocr Gaduscl RradcsscsEh armehnsetnahej daopctchdc wfndf dahtrnùtcs ta cxdcjjcht dustaocr scrvndc. Tystcos ehlpradcsscs erc lcsnmhcl erauhl dustaocrs, wfctfcr nhtcrhej ar cxtcrhej.Dustaocr JayejtyTaoc dustaocrs tchl ta rcturh ta tfc seoc scrvndc lcjnvcrcr ehl tfns ns dustaocr jayejty.

A`vnausjy dustaocr jayejty deh `c ùnjt up ng tfc dustaocr cxpcrnchdc ag eh armehnsetnah fes`cch maal. Dustaocr jayejty ns vejue`jc ta eh armehnsetnah `cdeusc nt ns mchcrejjy dfcepcr ehlcesncr ta la rcpcet ùsnhcss wntf eh cxnstnhm setnsgncl dustaocr tfeh nt ns ta gnhl e hcw ahc.Taoc armehnsetnahs dfaasc ta rcwerl dustaocr jayejty `y oeinhm spcdnej dustaocr scrvndcerrehmcochts ehl aggcrs gar rcpcet dustaocrs. Mchcrejjy dustaocr jayejty ocehs tfet ng eharmehnsetnah fes e pra`jco wntf e dustaocr tfcrc ns e `cttcr dfehdc ag iccpnhm tfet dustaocregtcrwerls tfeh tfcrc waujl `c wntf e hcw dustaocr.Dustaocr Pcjetnahsfnp OehemcrE oehemcr nh eh armehnsetnah wfa teics tfc jcel nh ùnjlnhm ehl oenhtenhnhm eh ahmanhmrcjetnahsfnp wntf e darparetc dustaocr.Dustaocr TetnsgedtnahDustaocr setnsgedtnah ns tfc gccjnhm tfet e dustaocr mcts wfch fc ar sfc ns feppy wntf tfc

dustaocr scrvndc tfet fes `cch pravnlcl. Taoc armehnsetnahs try ta nhdrcesc dustaocrsetnsgedtnah ehl teji eàut lcjnmftnhm dustaocrs ar cxdcclnhm dustaocr cxpcdtetnahs.Oast armehnsetnahs try ta nhdrcesc tfc huo`cr ag dustaocrs wfa erc feppy ta dahgnro dustaocrsetnsgedtnah wfch tfcy mnvc tfcnr dustaocr gcclèdi.Dustaocr TcrvndcDustaocr scrvndc ns tfc suo tatej ag wfet eh armehnsetnah lacs ta occt dustaocr cxpcdtetnahsehl praludc dustaocr setnsgedtnah. Dustaocr scrvndc mchcrejjy nhvajvcs scrvndc tceowari ehlscrvndc perthcrsfnps. Ejtfaumf saocàly oey teic e jcelnhm pert nh lcjnvcrnhm dustaocr scrvndcnt haroejjy nhvajvcs edtnahs `y e huo`cr ag pcapjc nh e tceo ar nh scvcrej lnggcrchtarmehnsetnahs.Dustaocr Tcrvndc Greocwari

E stretcmndejjy pjehhcl sct ag cjcochts wfndf wnjj che`jc eh armehnsetnahs dustaocr scrvndcstretcmy ta `c suddcssgujjy nopjcochtcl. \fc greocwari typndejjy nhdjulcs (eoahmst atfcrcjcochts) eh eppraprnetc armehnsetnahej strudturc, eh apcretnahej pjeh ehl e pjeh gar tfclcvcjapocht ag dustaocr scrvndc sinjjs ehl ihawjclmc eoahmst nts copjayccs.Dustaocr Tcrvndc RradcssDustaocr scrvndc pradcsscs erc tfc rautnhcs ehl lctenjcl stcps eh armehnsetnah uscs ta lcjnvcr ntsdustaocr scrvndc. Taoc armehnsetnahs fevc garoej pradclurcs nh wrntnhm ehl usc tfasc ta trenhstegg ehl ta oahntar scrvndc. Oehy soejjcr armehnsetnahs la hat put tfcnr pradclurcs nh wrntnhmehl tfc pradclurcs erc snopjy scch es tfc wey wc la tfnhms erauhl fcrc.Dustaocr Tcrvndc TtretcmyE fnmf jcvcj pjeh gar tfc edfncvcocht ag dustaocr scrvndc cxdcjjchdc `y e wfajc armehnsetnah.\fc stretcmy wnjj typndejjy nhdjulc tfc tnocgreoc ehl tfc octfals ag edfncvnhm scrvndc

cxdcjjchdc.Dustaocr Dchtrnd DaoouhndetnahEhy octfal ar dfehhcj ag daoouhndetnah wfndf gaduscs gnrst ehl garcoast ah tfc hccls agdustaocrs.


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Dustaocr Cxpcdtetnahs\fc sct ag scrvndcs wfndf eh armehnsetnahs dustaocr cxpcdts ta rcdcnvc.Dustaocr Cxpcrnchdc\fc cxpcrnchdc ag tfc nhlnvnluej dustaocr nh eddcssnhm tfc scrvndcs ag eh armehnsetnah. \fns nsdrntndej, `cdeusc nt ns agtch lnggcrcht grao tfc pcrdcptnahs ag tfc armehnsetnahs copjayccs ehloehemcrs.Dustaocr RrcgcrchdcsCedf dustaocr ns eh nhlnvnluej ehl dustaocrs tchl ta fevc lnggcrcht jnics ehl lnsjnics.Taoctnocs, nh arlcr ta lcjnvcr dahsnstcht dustaocr scrvndc eh armehnsetnah dfaascs ta la tfnhmsnh cxedtjy tfc seoc wey gar cvcry dustaocr. Taoctnocs nt ns passn`jc ta aggcr e dustaocraptnahs sa tfet fns ar fcr dustaocr prcgcrchdcs deh `c teich nhta eddauht nh tfc wey tfcdustaocr scrvndc ns lcjnvcrcl.Dustaocr PcjetnahsfnpE dustaocr rcjetnahsfnp garos es tfc rcsujt ag e huo`cr ag nhlnvnluej dustaocr scrvndctrehsedtnahs. Maal dustaocr rcjetnahsfnps erc noparteht ta e scrvndc pravnlcr `cdeusc tfcyùnjl dustaocr jayejty. \fns ns vejue`jc ta eh armehnsetnah `cdeusc nt ns mchcrejjy dfcepcr ehl

cesncr ta la rcpcet ùsnhcss wntf eh cxnstnhm setnsgncl dustaocr tfeh nt ns ta gnhl e hcw ahc.Dustaocr \rehsedtnahE dustaocr trehsedtnah, ar dustaocr scrvndc trehsedtnah, oey `c gedc ta gedc ar et e lnstehdc `ytcjcpfahc, nh wrntnhm ar `y c-oenj, ehl ns e snhmjc cxdfehmc ag nhgaroetnah, praludt ar scrvndc`ctwcch e dustaocr ehl e scrvndc lcjnvcrcr. E scrncs ag dustaocr scrvndc trehsedtnahs ùnjl up edustaocr scrvndc rcjetnahsfnp.Lcjnvcr tfc RraonscIccp ta wfet yau ehl yaur armehnsetnah sey yau wnjj la.Lnvcrsnty\fc vernetnah nh nhlnvnluej hccls ehl dferedtcrnstnds (wfndf daujl nhdjulc mchlcr, ctfhndèdimrauhl, sinjjs ehl pcrsahejnty typc gar cxeopjc) eoahmst dustaocrs ehl tceo oco`crs.Cesy ta La @usnhcss ]ntf

Ng tfc armehnsetnahej daopctchdncs hcdcssery gar cxdcjjcht dustaocr scrvndc erc nh pjedc, tfchdustaocrs wnjj gnhl tfc armehnsetnah cesy ta la ùsnhcss wntf.C-Daoocrdc@usnhcss dahludtcl prnoernjy ah tfc nhtcrhct.Cma TtetcAhc ag tfrcc ejtcrhetnvc cma stetcs cntfcr elujt, dfnjl ar percht - wfndf pcapjc deh elapt wfchnhtcredtnhm wntf atfcrs.C-JcerhnhmE garo ag jcerhnhm wfndf pravnlcs dahtcht, edtnvetcs ehl esscssochts tfraumf eh cjcdtrahndoclnuo sudf es tfc nhtcrhct ar e pcrsahej daoputcr.Coatnahej Nhtcjjnmchdc

Coatnahej Nhtcjjnmchdc ns tfc e`njnty ta uhlcrstehl yaur awh coatnahs ehl tfasc ag yaurdustaocrs, ehl faw tfcy deh dfehmc nh lnggcrcht sntuetnahs.Copetfy\fc dernhm, nhlnvnluejnscl ettchtnah tfet eh armehnsetnah pravnlcs gar nts dustaocrs.ChvnrahochtAhc cjcocht ag e dustaocr scrvndc stretcmy wfndf dahsnlcrs gedtars cxtcrhej ta tfc armehnsetnah,sudf es dfehmcs nh tfc nhlustry, dfehmcs nh dustaocrs cxpcdtetnahs ehl hcw tcdfhajamncs.Cxdcjjcht TcrvndcE jcvcj ag scrvndc wfndf ocehs tfet yaur armehnsetnah ns oexnonsnhm nts dfehdcs ag `cnhm tfcoerict jcelcr, dahstehtjy nhhavetnhm ta gnhl hcw weys ag cxdcclnhm dustaocr cxpcdtetnahs, wntffnmfjy sinjjcl ehl oatnvetcl nhlnvnluejs lcjnvcrnhm cxdcptnahej scrvndc ta dustaocrs. âu ercdahsnstchtjy ettcoptnhm ta cxdccl dustaocrs cxpcdtetnahs - cvcry tnoc e dustaocr nhtcredtnah

teics pjedc. \fns jcvcj ag scrvndc rcejjy lacs dahsnstchtjy lcjnvcr tfc ]aw! gedtar.


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Cxtcrhej DustaocrEh cxtcrhej dustaocr ns e dustaocr grao autsnlc tfc armehnsetnah pravnlnhm e praludt ar scrvndc.Gnhehdnej @chcgntsNg tfc armehnsetnahej daopctchdncs hcdcssery gar cxdcjjcht dustaocr scrvndc erc nh pjedc, tfcheh armehnsetnah deh ùnjl nts rcputetnah gar scrvndc cxdcjjchdc. \fns nh turh jcels ta dustaocrjayejty, rcdaoochletnah, rcpcet ehl hcw ùsnhcss, ehl tfcrc`y gnhehdnej suddcss.Gadus MraupEh nhtcredtnvc mraup lnsdussnah jcl `y e gednjntetar. Nt tchls ta `c rcjetnvcjy uhstrudturcl sa tfettfc gednjntetar deh chdauremc tfc grcc gjaw ag nlces.Mep EhejysnsE octfal ag esscssnhm tfc quejnty ag dustaocr scrvndc wfndf ocesurcs tfc meps `ctwcchlnggcrcht pcapjcs pcrdcptnahs ag scrvndc - gar cxeopjc, tfc mep `ctwcch copjayccspcrdcptnahs ag faw scrvndc ns lcjnvcrcl ehl dustaocrs pcrdcptnahs ag tfc scrvndc tfcy edtuejjyrcdcnvc. Shusuejjy, scvcrej lnggcrcht scrvndc meps erc ehejyscl sa tfet eh armehnsetnah deh gadusah djasnhm tfc oenh meps nh arlcr ta nopravc scrvndc gar dustaocrs.Ma tfc Cxtre Onjc

\rynhm ta cxdccl dustaocrs cxpcdtetnahs.Fehljnhm Lnggndujt Tntuetnahs\fc stretcmncs ehl taajs wfndf oey `c uscl ta rcsajvc e rehmc ag pra`jcos ehl dfejjchmnhmdustaocr scrvndc sntuetnahs.Fymnchc GedtarNh oatnvetnah tfcary, Fcrz`crm (5>76) djenocl tfet copjayccs erc hat mchcrejjy oatnvetcl `ytfc derrat (sudf es oahcy ar `chcgnts), har `y tfc stndi (sudf es `cnhm rcprnoehlcl gar hatedfncvnhm termcts). Fawcvcr, fymnchc gedtars, tfc hcdcssery cjcochts wntfnh eh nhlnvnluej'swarinhm chvnrahocht, sudf es daopehy pajndncs, oehemcocht ehl warinhm rcjetnahsfnps, hccl ta`c prcscht nh arlcr gar tfc nhlnvnluej hat ta `c lc-oatnvetcl.Nhgaroej JcerhnhmE wnlc rehmc ag uhstrudturcl octfals `y wfndf eh nhlnvnluej deh jcerh, nhdjulnhm jcerhnhm grao

atfcrs, grao tfc oclne, wc`sntcs, ah-tfc-ka` edtnvetcs ehl a`scrvnhm ehl dahvcrsnhm wntfdajjcemucs.Nhtcmretcl RradcsscsRradcsscs wfndf wari tamctfcr ar jnhi tamctfcr wcjj, sa tfet dustaocrs la hat suggcr grao `cnhmtrehsgcrrcl grao ahc pradcss ar pcrsah ta ehatfcr.Nhtcrhej DustaocrEh nhtcrhej dustaocr ns saocàly grao tfc seoc armehnsetnah es tfc scrvndc pravnlcr. \fcy erctrcetcl es e dustaocr sa tfet tfcy nh turh deh pravnlc `cttcr dustaocr scrvndc ta cxtcrhejdustaocrs.Ka` ChrndfochtRravnlnhm cxtre nhtcrcst, dfejjchmc ehl appartuhnty gar lcvcjapocht wntfnh eh nhlnvnluej

copjayccs ka` rajc.Iccp Nt TnopjcChsurc tfet dustaocrs cxpcrnchdcs ag lanhm ùsnhcss wntf eh armehnsetnah erc es strenmftgarwerles passn`jc.Oeic Nt RcrsahejRravnlc coatnahej dahtcht nh scrvndc lcjnvcry, sudf es oeinhm e dustaocr gccj spcdnej ar mnvnhm edustaocr nhlnvnluej ettchtnah.Onssnah TtetcochtE onssnah stetcocht ns e `rncg stetcocht ag tfc oenh purpasc ar onssnah ag tfc armehnsetnah.Oehy onssnah stetcochts nhdjulc daoontochts ta dustaocr scrvndc es e dchtrej purpasc ag tfcarmehnsetnah nh arlcr ta pravnlc e gadus gar stegg.


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Oaocht ag \rutfNh ehy dustaocr scrvndc pradclurc tfcrc erc scvcrej panhts wfch dustaocr ewerchcss ag tfcquejnty ag dustaocr scrvndc ns pertndujerjy fnmf. \fcsc panhts fevc e mrcetcr cggcdt ah dustaocrpcrdcptnahs ag tfc dustaocr scrvndc tfcy fevc rcdcnvcl. Nt ns usuejjy eppraprnetc ta peypertndujer ettchtnah ta tfcsc oaochts ag trutf `cdeusc tfcy garo dustaocr apnhnahs eàutdustaocr scrvndc es e wfajc. 'Oaochts ag trutf' ocehs tfc panhts nh e trehsedtnah, scrvndclcjnvcry ar dustaocr rcjetnahsfnp et wfndf dustaocr cxpcdtetnahs erc et tfcnr sferpcst ehl oastlcoehlnhm.Oatnvetnhm ar Lc-Oatnvetnhm Gedtars\fc gedtars wfndf deh cntfcr nhdrcesc ar lcdrcesc eh nhlnvnluejs daoontocht ehl chtfusnesogar e tesi. \fcsc gedtars erc fnmfjy spcdngnd ta cedf nhlnvnluej.Oystcry TfappcrEdtnhm es eh ehahyoaus dustaocr nh arlcr ta esscss eh armehnsetnahs scrvndc quejnty. Epcrgaroehdc rcpart ns haroejjy pravnlcl emenhst prclctcronhcl drntcrne, sa tfet tfc armehnsetnahdeh ellrcss ehy nopravcochts tfet erc hcclcl.Hcmetnvc Lcjcmetnah

Lcjcmetnhm rcpctntnvc ehl uhdfejjchmnhm tesis ta e tceo oco`cr, hat ejjawnhm tfc tceo oco`crta lcvcjap tfcnr sinjjs tfraumf tfc lcjcmetcl tesis.Ahc-\a-AhcE gedc ta gedc occtnhm, agtch `ctwcch e oehemcr ehl tceo oco`cr.ApcretnahAhc ag tfc daopahchts ag e dustaocr scrvndc stretcmy, tfc apcretnah, ar apcretnahej pjeh,usuejjy nhvajvcs lctenjcl lcdnsnah-oeinhm eàut rcsaurdcs, copjayccs, pradcsscs ehl strudturcsnh tfc armehnsetnah wfndf erc hcclcl nh arlcr ta derry tfraumf tfc armehnsetnah's a`kcdtnvcs.Armehnsetnahej DaopctchdncsEppjncl ta scrvndc, armehnsetnahej daopctchdncs erc tfc csschtnej depe`njntncs tfet tfcarmehnsetnah es e wfajc sfaujl lcvcjap nh arlcr ta edfncvc cxdcjjcht ehl dahsnstcht scrvndclcjnvcry gar nts dustaocrs.

Armehnsetnahej DujturcEjj armehnsetnahs fevc tfcnr awh, lnstnhdt dujturc, agtch cesnjy rcdamhnscl `y dustaocrs ehlcopjayccs. Gar cxdcjjcht dustaocr scrvndc, tfns dujturc hccls ta `c djascjy gaduscl ahdustaocrs tfcoscjvcs.Armehnsetnahej Tcjg EsscssochtsOcesurcochts ag tfc jcvcj ag pcrgaroehdc ag lnggcrcht espcdts ag eh armehnsetnah, agtch uscl nhrcjetnah ta tfc quejnty ag dustaocr scrvndc. Ocesurcocht ns derrncl aut `y tfc armehnsetnahntscjg.Armehnsetnahej WejucsArmehnsetnahej vejucs (ar darparetc vejucs) erc stetcochts eàut tfc èsnd prnhdnpjcs tfet eharmehnsetnah ehl nts copjayccs nhtchl ta upfajl. \fcy oey nhdjulc stehlerls gar faw dustaocrs

wnjj c trcetcl.Rcrgaroehdc A`kcdtnvcsDaopahchts ag eh armehnsetnahs dustaocr scrvndc stretcmy wfndf trehsjetc darparetc a`kcdtnvcsnhta spcdngnd termcts, usuejjy gar cedf apcretnahej erce ag tfc armehnsetnah.Rcrgaroehdc Pcjetcl ReyPcwerl gar copjayccs èscl nh pert ah tfc pcrgaroehdc ag tfc nhlnvnluej, tceo ar armehnsetnahdaopercl wntf prclctcronhcl a`kcdtnvcs ar termcts.Rcrsahej UuejntncsE scrvndc dferedtcrnstnd noparteht gar scrvndc cxdcjjchdc wfndf nhdjulcs, gar cxeopjc, cnhmtrustwartfy, pragndncht ehl pragcssnahej.Rcrsahej \audf\fc pravnsnah ag coatnahej dahtcht ehl/ar nhlnvnluejnscl ettchtnah wfch nhtcredtnhm wntf

dustaocrs.Rcrsahej Wnsnah TtetcochtEh nhlnvnluejs wrnttch stetcocht ag tfcnr nhtchtnahs wntfnh tfcnr pcrsahej jngc, derccr ehlpragcssnahej lcvcjapocht.


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RCT\JC EhejysnsRCT\JC stehls gar; Rajntndej, Cdahaond, Tadnajamndej, \cdfhajamndej, Jcmej, Chvnrahochtej.RCT\JC ehejysns ns uscl ta dahludt eh eulnt ag eh armehnsetnah's chvnrahochtej nhgjuchdcs nharlcr ta fcjp pjeh tfc stretcmnd lnrcdtnah ag tfc armehnsetnah.Rjeh - Lcjnvcr - Gajjaw-SpE tfrcc-stemc systcoetnd eppraedf ta `c gajjawcl wfch lcjnvcrnhm scrvndc ta dustaocrs.Rasntnvc LcjcmetnahLcjcmetnhm dfejjchmnhm tesis ta e tceo oco`cr, tfus ejjawnhm tfc tceo oco`cr ta lcvcjaptfcnr sinjjs tfraumf tfc lcjcmetcl tesis.Rra`jco PcsajutnahE mchcrnd tcro gar sajvnhm e rehmc ag dustaocr scrvndc `rceilawhs, dfejjchmcs ehl lnggndujtncs.Rraludt TtehlerlsOnhnouo ar cxpcdtcl stehlerls ag lcjnvcry, eppjncl ta eh armehnsetnahs praludts.Rragcssnahej Lcvcjapocht RjehE lctenjcl pjeh gar faw eh nhlnvnluej wnjj lcvcjap tfcnr awh pragcssnahej depe`njntncs, ihawjclmcehl sinjjs. \fc pjeh ns haroejjy rcvncwcl ehl upletcl ah e rcmujer èsns.

Uuejntetnvc Pcscerdf\fc metfcrnhm ag sagt gcclèdi (agtch grao dustaocrs), wfndf dehhat cesnjy `c cxprcsscl nhhuocrndej tcros. Nt daujl `c a`tenhcl, gar cxeopjc, grao gnhlnhm aut eàut tfc apnhnahs agdustaocrs.Uuejnty EulntEulntnhm ar dfcdinhm eh armehnsetnahs pcrgaroehdc ag nts pjehhcl pradcsscs, agtch dahludtcl `yseopjnhm spcdngnd trehsedtnahs ehl gajjawnhm tfcnr pramrcss tfraumf tfc pradcsscs.Uuejnty DnrdjcE mraup daopascl ag copjayccs wfa occt ta teji eàut waripjedc nopravcocht, agtch oeinhmprcschtetnahs ta oehemcocht wntf tfcnr nlces, cspcdnejjy rcjetnhm ta praludt ehl scrvndcquejnty, nh arlcr ta nopravc tfc pcrgaroehdc ag tfc armehnsetnah, tceos ehl nhlnvnluejs.Uuehtntetnvc Pcscerdf

\fc metfcrnhm ag ferl gcclèdi (agtch grao dustaocrs), usuejjy cxprcsscl nh huocrndej tcrosar gedts ehl gnmurcs.Uucstnahhenrc GetnmucE pra`jco cxpcrnchdcl `y dustaocrs ng tfcy erc esicl ta daopjctc taa oehy survcy garos.Dustaocrs deh `cdaoc tnrcl ehl dyhndej eàut daopjctnhm tfc qucstnahhenrcs.PcmujetarPcmujetnah tfet eppjncs ta e pertndujer scdtar ns mchcrejjy chgardcl `y e pcrsah ar àlyeppanhtcl es rcmujetar. Pcstrndtnahs ehl rujcs drcetcl `y tfc rcmujetar oey eggcdt tfc wey eharmehnsetnah deh lcjnvcr dustaocr scrvndc.Pcjne`njntyE scrvndc dferedtcrnstnd noparteht gar scrvndc cxdcjjchdc wfndf nhdjulcs, gar cxeopjc, ejweys

lcjnvcrnhm maal quejnty praludts ehl praoptjy lcjnvcrnhm tfc ntcos arlcrcl `y tfc dustaocr.Pcsajvc Rra`jcos ]cjj\fc predtndc ag rcsajvnhm dustaocrs lnggndujtncs ehl pra`jcos `y rcspahlnhm cggcdtnvcjy ehlswngtjy wntf eppraprnetc sajutnahs.Pcspahl Pcsajvc NopravcE tfrcc-stemc systcoetnd eppraedf ta `c gajjawcl wfch rcsajvnhm dustaocr scrvndc pra`jcos. Eicy cjcocht nh tfc rautnhc ns nlchtngynhm pra`jcos deuscs ehl tfcrc`y passn`jc nopravcochts.PcspahsnvchcssE scrvndc dferedtcrnstnd noparteht gar scrvndc cxdcjjchdc wfndf nhdjulcs, gar cxeopjc, cnhmwnjjnhm ta fcjp dustaocrs ehl pravnlc e praopt rcsajutnah ta pra`jcos.Pcwerl ehl Pcdamhntnah\fc suo tatej ag oahctery ehl hah-oahctery rcouhcretnah gar e ka` lahc.

Pnsi EsscssochtNh arlcr ta jaai egtcr tfc Fcejtf ehl Tegcty ag dustaocrs nt oey `c hcdcssery ta derry aut e rnsiesscssocht. \fns nhvajvcs nlchtngynhm ejj tfc rnsis tfet oey cxnst ehl esscssnhm tfco gar


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72s dejjcl Meocs Rcapjc Rjey.\rehsedtnahej Ttnoujus ehl Pcspahsc\fc trehsedtnahej stnoujus ns tfc nhntnej ocssemc scht `y ahc ag tfc pertndnpehts nh eh nhtcredtnah`ctwcch twa pcapjc. Nt daujl `c ahc ag tfc typcs; Elujt, Dfnjl ar Rercht. \fns ocssemc arstnoujus wnjj haroejjy `c gajjawcl `y e trehsedtnahej rcspahsc grao tfc atfcr pcrsah wfndfemenh daujl `c cntfcr Elujt, Dfnjl ar Rercht nh typc.Shlcrstehlnhm DustaocrsE scrvndc dferedtcrnstnd noparteht gar scrvndc cxdcjjchdc wfndf nhdjulcs, gar cxeopjc, teinhm tfc

trau`jc ta dfcdi ah e dustaocrs rcqunrcochts ehl uhlcrstehlnhm tfc dustaocrs ùsnhcss.Wnsnah TtetcochtE lcsdrnptnah ag wfcrc eh armehnsetnah espnrcs ta `c nh tfc guturc. Nt oey lcsdrn`c faw tfcarmehnsetnah sccs ntscjg avcr e pcrnal ag pcrfeps 3 ar 52 ycers ng cvcrytfnhm macs ta pjeh.]c`jamAgtch e``rcvnetcl ta snopjy `jam, tfns ns eh nhtcrhct wc` pemc ar wc`sntc wfndf edts es elnsdussnah oclnuo, ejjawnhm tfc arnmnhetar ar awhcr ag tfc `jam (tfc `jammcr) ta stertlnsdussnah tapnds ta wfndf atfcrs deh rcspahl.]nh-]nh\fc dahdcpt tfet àtf ar ejj pertncs ta e dajjeàretnvc errehmcocht deh `chcgnt.]arjl Djess Tcrvndc Cxdcjjchdc\fc fnmfcst jcvcj ag dustaocr scrvndc edfncvcl `y tfc vcry `cst dustaocr scrvndc armehnsetnahs

mjaèjjy.


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0Emmrcssnvc @cfevnaur, 577Enos, >Epprensej, >5Darparetc Dustaocr, 50Darparetc A`kcdtnvcs, 32, 35Dast @chcgnt Ehejysns, 53>, 022Drcla, 027Dujturc, 503Dustaocr @escl Tinjjs, >2, >5, >4, >>Dustaocr Dchtrnd, 552, 555Dustaocr Dfertcr,

Dustaocr Gccl`edi, =2, =5, =4, >, 5=, 54, 75, 73,

503, 56

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