某某假日酒店客户服务中心新员工入职培训手册

GUESTSERVICECENTERTABLEOFCONTENTSPARTONEPART1WELCOMELETTERFROMDIRECTOROFROOMSPAGE03DEPARTMENTALORGANIZATIONCHARTPAGE04PART2JOBDESCRIPTIONGSCMANAGERPAGE05GSCSUPERVISORPAGE06GSCSHIFTLEADERPAGE07GSCAGENTPAGE08STANDARDOPERATINGPROCEDURESTELEPHONEETIQUETTEPAGE09HANDLINGWAKEUPCALLSPAGE15MAKEARESERVATIONPAGE18FAX/MESSAGEDELIVERYPAGE22DONOTDISTURBREQUESTPAGE26CONFIDENTIALREQUESTPAGE27SCREENCALLSPAGE28LUGGAGECOLLECTIONPAGE29GUESTREQUESTITEMSPAGE31ROOMCHANGEPAGE33MAINTENANCEREQUESTPAGE36MINIBARPOSTINGPAGE38WEATHERFORECASTPAGE40LONGDISTANCECALLSBYHOTELSTAFFPAGE41HANDLINGGUESTCOMPLAINTBYPHONEPAGE42HANDLINGLOSTENSURINGTHATATALLTIMESMAXIMUMGUESTSATISFACTIONISBEINGACHIEVEDTHROUGHGUESTRECOGNITIONANDPROMPTCORDIALATTENTIONENFORCESRULESANDREGULATIONSSETUPFORTHEDEPARTMENTREPORTSUNUSUALOCCURRENCESTOGSCSUPERVISORTIMELYPROVIDESERVICESANDINFORMATIONTOGUESTTHATISTHEMOSTACCURATEANDUPTODATEPOSSIBLE,ANDISDELIVEREDTOTHEGUESTINTHEMOSTMEANINGFULWAYASSISTTHEGSCSUPERVISORINTRAININGSTAFFANDREMINDTHEMONCOMMONERRORS,ESPECIALLYTHROUGHONJOBTRAININGTOBEREADYANDRESPONSIBLETOPERFORMANYOTHERDUTIESASDESIGNATEDORREQUIREDBYMANAGEMENTFROMTIMETOTIMEJOBDESCRIPTIONJOBTITLEGUESTSERVICECENTERAGENTAREA/DEPARTMENTROOMSDIVISION/FRONTOFFICE/GUESTSERVICECENTERREPORTSTOGUESTSERVICECENTERMANAGER/SUPERVISOR/SHIFTLEADERPOSITIONSSUPERVISEDNILJOBSCOPERESPONSIBLEOFESTABLISHINGANDMAINTAININGAGOODANDPROFESSIONALRELATIONSHIPWITHALLGUESTS,ASWELLAS,LIAISEBETWEENTHEGUESTSANDHOTELMANAGEMENT,INCLUDINGALLOTHERDEPARTMENTS,ENSURINGAHIGHSTANDARDOFEFFICIENTANDEFFECTIVEGUESTSERVICEISMAINTAINEDLIKEWISE,CALLINANDFOLLOWUPACTIONTAKENACCORDINGTOTHESTANDARDOPERATIONPROCEDUREKEYRESPONSIBILITIESRESPONSIBLEFORENSURINGTHATCLEARANDCONSTANTCOMMUNICATIONLINEISKEPTWITHALLSTAFF,AREASANDHOTELDEPARTMENTTOENSURETHATALLGUESTSANDCALLERSAREPROVIDEDWITHCONCISEINFORMATIONCONCERNINGTHESERVICESANDFACILITIESPROVIDEDBYTHEHOTELTOENSUREALLGUESTSAREPROVIDEDWITHANEFFICIENTOPERATORSERVICEASREQUIREDTOENSUREALLGUESTQUERIES,INQUIRIESANDREQUESTSAREATTENDEDTOINAHELPFULANDPROFESSIONAL,YETWARMANDFRIENDLYMANNERTOENSUREHAVEACOMPLETEANDTHOROUGHKNOWLEDGEOFTHEOUTLETSOFTHEHOTEL,THEOPERATIONHOURSANDSCOPEOFSERVICESTHATTHEYPROVIDETOIDENTIFYANYFAULTSTHATOCCURONGUESTSERVICECENTEREQUIPMENTATANYTIMEWHILSTYOUAREONDUTY,CONTACTTHESUPERVISORONDUTYANDREPORTTHEFAULTDIRECTLYTOTHEGSCMANAGERTOBECOMPLETELYAWAREOFTHEFIREANDEMERGENCYPROCEDURESOFTHEHOTELANDYOURRESPONSIBILITIESINANEMERGENCYTOENSUREATALLTIMESTHATPERSONALPRESENTATIONISIMMACULATE,YOURUNIFORMORWORKCLOTHESAREINLINEWITHRELEVANTFRONTOFFICE,ANDHOTELUNIFORMRESPONSIBLEFORTHEGENERALCLEANLINESSOFTHEWORKINGAREASUBJECTTELEPHONEETIQUETTE电话礼仪POLICY政策TOENSUREACONSISTENTSTANDARDOFHANDLINGINCOMINGCALLSTOLEAVECALLERSAGOODIMPRESSION确保转接电话的连贯性，给打电话的客人留下良好的印象。PROCEDURES程序ITSTHEPOLICYOFTHEHOTELTHATWESHOULDALWAYSANSWERINGTHETELEPHONESINACONSISTENTLYMANNER我们酒店的政策是在任何情况下，不论是内部电话还是外线电话，都要保持接听所有电话的连贯性。TIPSANDTECHNIQUESFORRECEIVINGATELEPHONECALL接听电话的要点和技巧KNOWYOURTELEPHONESYSTEM,INPARTICULAR熟悉电话接听系统，尤其要注意OIDENTIFYTHEEXTERNALCALLSANDINTERNALCALLSFIRST首先辨别外线电话和内线电话EXTERNALCALLSTWOSHORTRINGS外线电话两声短铃音INTERNALCALLSONELONGRING内线电话一声长铃音OHOWTOPUTTHECALLERONHOLD怎样使来电者等待OHOWTOTRANSFERACALL怎样转接电话OHOWTOPICKUPOTHERSCALLBYYOUROWNPHONE怎样使用自己电话接听对方电话GETORGANIZED有条不紊OHAVEAPENANDPAPERHANDYTOTAKENOTESORAMESSAGE使用手头的笔和纸记录和留言ANSWERTHETELEPHONEPROMPTLYWITHINTHREERINGS迅速回答电话三声之内接听STARTEACHTELEPHONECALLBYPOLITEGREETING,SAYINGYOURDEPARTMENT/COMPANY,YOURNAME接听电话，首先要使用礼貌问候，报上你所在部门/公司名称，你的姓名。STANDARDPHRASESTOUSE标准用语1GUESTSERVICECENTER客户服务中心EXTERNALCALLS外线电话GREETINGCROWNEPLAZASHENZHEN您好,深圳威尼斯皇冠假日酒店EGGOODMORNING,CROWNEPLAZASHENZHEN您好,深圳威尼斯皇冠假日酒店INTERNALCALLSFROMROOMS来自客房的内线电话GREETINGDEPARTMENT/SECTIONNAMEHOWMAYIHELPYOUEGGOODMORNING,GUESTSERVICECENTER,LUCYSPEAKING,HOWMAYIHELPYOU您好，客户服务中心INTERNALCALLSFROMDEPARTMENTS来自部门的内线电话GREETINGNAMEMAYIHELPYOUEGGOODMORNING,LUCYSSPEAKING,HOWMAYIHELPYOU2DEPARTMENTS其它部门DIDCALLS外线电话GREETINGDEPARTMENT/SECTIONNAMEHOWMAYIHELPYOUEGGOODMORNING,HUMANRESOURCES,VIVIENSPEAKINGHOWMAYIHELPYOUINTERNALCALLS内线电话GREETINGNAMEHOWMAYIHELPYOUEGGOODMORNING,VIVIENSPEAKINGHOWMAYIHELPYOUPROFESSIONALTELEPHONEBEHAVIORSTANDARDSTOAIMFOR专业电话接听礼仪行为标准DURINGTHECALLUSEGUESTSNAMEATLEASTTWOTIMES养成尊称客人姓氏的习惯INANSWERINGCALLANDINCONVERSATIONS在接听电话或与客人对话中USETHEGUESTSNAMEITMAKESABIGDIFFERENCE尊称客人姓氏会带来很大的益处DEMONSTRATETHATYOUARELISTENINGBYMAKING“CONTINUITYNOISES”SUCHAS“UM”,“YES”,“REALLY”,“OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”CONCENTRATEDONTBETEMPTEDTODOTWOTHINGSATONCEGIVETHETELEPHONECONVERSATIONYOURUNDIVIDEDATTENTION集中注意力不要一心二用。集中精力进行接听电话。ERRONTHESIDEOFBEINGHELPFULVOLUNTEERHELP,DONTWAITTOBEASKED对方需要被帮助主动帮助，不要等待被询问。TREATEVERYCALLASYOURCALL,ANDTAKERESPONSIBILITYFORIT对待每个电话就向对待你的电话一样，并对每个电话负责。IFANINCOMINGCALLISNOTCONVENIENT,EXPLAINWHYANDTAKETHENAMEANDNUMBEROFTHECALLERANDOFFERTOPHONEBACK如果来电不方便谈话，解释原因和留下对方的姓氏和电话号码，并主动致电。IFYOUAREANSWERINGACALLONSOMEONEELSESBEHALF如果你正在接听他人的电话ONEVERADMITYOUDONTKNOWWHERETHEYARE不要说出你不知道他们在哪OIFTHEYARENOTAVAILABLEPROMPTLY,OFFERTOHELPORTAKEAMESSAGE如果他们此时不在，主动提供帮助或留言OOFFERTOCALLBACK,ORSUGGESTATIMEWHENTHEPERSONISLIKELYTOBEAVAILABLE主动回电，或建议一个他/她可能的接听时间。STANDARDPHRASESTOUSE标准用语1TRANSFERRINGCALLS转电话IFCALLERREQUESTSFORTRANSFER,SAY如果来电者要求转电话，说“CERTAINLY,ALLOWMETOTRANSFERYOURCALLTOTHEMAYIPLACEYOUONHOLD”WAITFORTHECALLERTOSAY“YES”“好的，我将把您的来电转给，请稍等片刻好吗”待来电者答应之后再转电话2WHENTHEEXTENSIONISENGAGED当被转接分机占线时“THANKYOUFORHOLDING,MRTANISSTILLONTHELINEWOULDYOULIKETOLEAVEAMESSAGEORCALLBACKLATER”“感谢您的等候，谭小姐现在在讲电话。请问您需要留言还是稍后再打”3WHENTHEEXTENSIONDOESNOTBEANSWERED当被转接分机无人接听时“THANKYOUFORHOLDING,IMAFRAIDMRTANISNOTAVAILABLERIGHTNOWWOULDYOULIKETOLEAVEAMESSAGEORCALLBACKLATER”“感谢您的等候，恐怕谭小姐现在暂时不在。请问您是需要留言还是稍后再打”4ENDINGACALL结束电话WHENYOUFINISHACALL,SAY当要结束电话时，说“THANKYOUFORCALLING,HAVEANICEDAY”“谢谢来电，再见“5CROWNEPLAZASHENZHENWORDSTOUSE经常在电话中使用以下表达INYOURCONVERSATIONS,USEWORDSLIKE“CERTAINLY”“MYPLEASURE”“HAVEANICEDAY”“THANKYOUFORCALLING”PROFESSIONALTELEPHONEBEHAVIORSTANDARDSTOAIMFOR专业电话接听礼仪行为标准WHENTAKINGAMESSAGE,INCLUDE当留言时，留言内容包括CUSTOMERSNAME客人的名字ROOMNUMBER房号CALLERSNAME致电者姓名COMPANY公司名称TELEPHONENUMBERANDEXTENSION电话号码和分机MESSAGEINFULL留言内容要完整INDICATIONOFITSURGENCY紧急内容要表明YOURNAME你的姓名DATEANDTIMEOFMESSAGE留言日期和时间REMARKWRITECLEARLYANDENSURETHEMESSAGEISRECEIVED字迹清晰，确保留言被收到ENSUREYOURACTIONWHATHASBEENAGREEDWITHTHECALLER确保你的行动被来电者同意STANDARDPHRASESTOUSESIR/MADAM,MAYIHAVEYOURNAME,PLEASE先生/小姐，请问您贵姓MR/MS_,MAYIHAVEYOURMESSAGE,PLEASE_先生/小姐，请问您的留言内容MR/MS_,MAYIHAVEYOURCONTACTNUMBER,PLEASE_先生/小姐，请问您的联系电话MR/MS_,PLEASELETMEREPEATYOURMESSAGE_,ISTHATCORRECT_先生/小姐，我重复一下您的留言，您的留言是_。THANKYOUFORCALLING感谢您的来电TEN“MOSTABUSED”SKILLS十项“不适当”的情况ITSBAD不应该ITSGOOD应该ANSWERINGHELLOOR_DEPTTHATSALL接电话时仅说“喂”或“_部门”就完了ALWAYSKEEPGREETINGSTANDARD必须保持使用标准问候用语ANSWERINGHE/SHEISNOTAROUNDTHATSALL仅回答来电者“她/他不在”就完了SUGGESTTHECALLERCALLBACKLATERORLEAVEAMESSAGE建议来电者稍后在致电或留言USINGEXCUSESTOAVOIDBEINGHELPFULSUCHASIDONTWORKINTHISDEPARTMENT用一些借口逃避提供帮助，如“我不在这个部门工作”TREATEVERYCALLASYOURCALL,ANDTAKERESPONSIBILITYFORIT对待每个电话就向对待你的电话一样，并对每个电话负责ITSBAD不应该ITSGOOD应该SPEAKINGTOOSOFTLY,TOOQUICKLY声音太细，太软，太弱，说得太快THETONEOFYOURVOICESHOULDBECLEAR,SOFTANDINANATURALVOICE保持语音的甜美、清晰、温柔并且自然。ASKINGTOHOLDONWHILEIGETPEN,PAPER,ALWAYSHAVEPENANDPAPERONHANDETC让来电者“等一下，我拿支笔，拿张纸”纸和笔随时准备在手DEMONSTRATETHATYOUARELISTENINGBYMAKING“CONTINUITYNOISES”SUCHAS“UM”,“YES”,“REALLY”,“OK”在聆听电话过程中使用“连续性的声音”，如“嗯”、“是的”、“真的”GIVETHETELEPHONECONVERSATIONYOURUNDIVIDEDATTENTIONANDKEEPTELEPHONEMANNER仔细聆听，使用礼貌用语PLACINGTHECALLERONHOLDANDNOTCHECKINGBACK让来电者在线上等待但没有核实是否有结果KEEPTOCONTACTWITHGUESTON15SECONDSBASISANDTHANKSTHEGUESTFORWAITING保持每隔15秒与客人跟进并感谢客人等候LANGUAGEABUSES语言表达不当USETHEMAGICWORDSDURINGTHECONVERSATIONSLIKECERTAINLY,THANKYOU,MYPLEASURE在通话过程中始终使用礼貌用语NOTKEEPINGFOLLOWUPPROMISES没有对承诺进行跟进ALWAYSKEEPFOLLOWUPTOFULFILLTHEGUESTSNEEDS,ANDENSURESATISFYTHEGUEST始终保持跟进，确保客人对我们的服务满意TAKINGINCOMPLETEMESSAGES留言不完整ENSURETAKEACOMPLETELYANDCORRECTMESSAGEFORBOTHINTERNALANDEXTERNALGUESTS确保留言内容完整无误SUBJECTHANDLINGGUESTWAKEUPCALLS电话叫醒服务POLICY政策ITSTHEPOLICYOFOURHOTELTOPROVIDEANEFFICIENTANDACCURATEWAKEUPSERVICEFORALLINHOUSEGUESTSTOACHIEVEGUESTSATISFACTIONTHROUGHAPERSONALIZEDWAKEUPSERVICE我们酒店的政策是对所有住店客人提供快捷且准确的叫醒服务。通过个人叫醒服务获得客人的满意。PROCEDURES程序1PREPARATION准备GETREADYWITHWAKEUPCALLSHEETANDBALLPENONTHEHAND准备好笔和叫醒服务记录表2ANSWERINGTHECALL接听电话ANSWERTHECALLWITHIN3RINGSBYSAYING“GOODEVENING,GUESTSERVICECENTER,SANDRASPEAKING,MR/MRSXX,HOWMAYIHELPYOU”三声内接起电话“晚上好，服务中心，我是SANDRA,XX先生/小姐，有什么可以帮到您3LISTENING倾听LISTENATTENTIVELYANDDONOTINTERRUPTTHEGUEST专心倾听,不中断客人的讲话4REPEAT复述ASPEAKCLEARLYTOTHEGUESTFORTHETIMEREQUIRED,THEGUESTNAMEANDROOMNUMBERWHICHDISPLAYONTHESCREENOFCONSOLE“YES,MR/MRSXX,YOUWISHAWAKEUPCALLATTIMEFORROOMNUMBERISITRIGHTISTHEREANYTHINGELSEICANDOFORYOU”清晰地复述客人要求的叫醒时间，并且从话务台显示屏看到客人的房号和姓名“是的，XX先生/小姐，您的叫醒时间是，您的房号是，请问正确吗请问您还有什么需要我们帮忙吗”BTAKEDOWNTHEDETAILSONTHEWAKEUPCALLSHEETAFTERCONFIRMEDWITHTHEGUEST与客人确认后，详细地记录在叫醒服务记录表上。5ENDOFTHECALL结束电话SAY“THANKYOUFORCALLING,GOODNIGHT”ATTHEENDOFTHECONVERSATION与客人会话后说谢谢来电，祝您晚安6UPDATETHETIMEINTHECONSOLEIMMEDIATELYFORTHEGUEST马上在话务台设置客人的叫醒时间7RECORD记录TRANSFERTHEWAKEUPCALLDETAILSRECORDTOLOGBOOK将叫醒服务记录表准确无误地统计在叫醒总结记录本上。DETAILSASFOLLOWING细节如下GUESTROOMNUMBER/FOLIONUMBER客人房号/确认号WAKEUPCALLTIME叫醒时间NOTEFORTHEINHOUSEVIPGUESTS,WEMUSTOFFERPERSONALLYWAKEUPCALLTOTHEMSAY“GOODMORNING,MR/MRSXXTHISISYOUR630MORNINGCALLTODAYTHETEMPERATUREISXXXWEWISHYOUWILLHAVEANICEDAY”备注如果是VIP叫醒，我们必须提供人工叫醒服务，“早上好，XXX先生/小姐，这是您630分的叫醒服务，今天的天气是，祝你一天愉快。8ADVANCEANDPERMANENTWAKEUPCALLREQUEST长期叫醒服务IFAGUESTWISHESTOHAVEAWAKEUPCALLFORANUMBEROFDAYS,RECORDINTHELOGBOOKMAYBEBACKINTHEPAST,TOONESELFTHEPARANOIDWEIRDBELIEFDISILLUSIONMENT,THESEDAYS,MYMINDHASBEENVERYMESSY,INMYMINDCONSTANTLYALWAYSFEELONESELFSHOULDGOTODOSOMETHING,ORWRITESOMETHINGTWENTYYEARSOFLIFETRAJECTORYDEEPLYSHALLOW,SUDDENLYFEELSOMETHING,DOIT一字开头的年龄已经到了尾声。或许是愧疚于自己似乎把转瞬即逝的很多个不同的日子过成了同一天的样子；或许是追溯过去，对自己那些近乎偏执的怪异信念的醒悟，这些天以来，思绪一直很凌乱，在脑海中不断纠缠。总觉得自己似乎应该去做点什么，或者写点什么。二十年的人生轨迹深深浅浅，突然就感觉到有些事情，非做不可了。THEENDOFOURLIFE,ANDCANMEETMANYTHINGSREALLYDO而穷尽我们的一生，又能遇到多少事情是真正地非做不可DURINGMYCHILDHOOD,THINKLUCKYMONEYANDNEWCLOTHESARENECESSARYFORNEWYEAR,BUTASTHEADVANCEOFTHEAGE,WILLBEMOREANDMOREFOUNDTHATTHOSETHINGSAREOPTIONALJUNIORHIGHSCHOOL,THOUGHTTOHAVEACRUSHONJUSTMEANSTHATTHEREALGROWTH,BUTOVERTHEPASTTHREEYEARSLATER,HISWRITINGOFALUMNIINPEACE,SUDDENLYFOUNDTHATISNTREALLYGROWUP,ITSEEMSISNOTSOIMPORTANTTHENINHIGHSCHOOL,THINKDONTWANTTOGIVEVENTTOOUTYOURINNERVOICECANBEINTHEHIGHSCHOOLCHILDRENOFTHEFEELINGSINAPERIOD,BUTWASEVENTUALLYINFARCTIONWHENGRADUATIONPARTYINTHETHROAT,LATERAGAINSTOODONTHEPITCHHEHASSWEATPROFUSELY,LOOKEDATHISTHROWNABASKETBALLHOOPS,SUDDENLYFOUNDHIMSELFHASALREADYCANTREMEMBERHISAPPEARANCEBAUMGARTNERTHEDISAPPOINTINGNEWSMISSIONABORTEDRPLAYSANIMPORTANTROLEINTHISMISSIONSTARTINGATTHEGROUND,CONDITIONSHAVETOBEVERYCALMWINDSLESSTHAN2MPH,WITHNOPRECIPITATIONORHUMIDITYANDLIMITEDCLOUDCOVERTHEBALLOON,WITHCAPSULEATTACHED,WILLMOVETHROUGHTHELOWERLEVELOFTHEATMOSPHERETHETROPOSPHEREWHEREOURDAYTODAYWEATHERLIVESITWILLCLIMBHIGHERTHANTHETIPOFMOUNTEVEREST55MILES/885KILOMETERS,DRIFTINGEVENHIGHERTHANTHECRUISINGALTITUDEOFCOMMERCIALAIRLINERS56MILES/917KILOMETERSANDINTOTHESTRATOSPHEREASHECROSSESTHEBOUNDARYLAYERCALLEDTHETROPOPAUSE,ECANEXPECTALOTOFTURBULENCEWEOFTENCLOSEOURSELVESOFFWHENTRAUMATICEVENTSHAPPENINOURLIVESINSTEADOFLETTINGTHEWORLDSOFTENUS,WELETITDRIVEUSDEEPERINTOOURSELVESWETRYTODEFLECTTHEHURTANDPAINBYPRETENDINGITDOESNTEXIST,BUTALTHOUGHWECANTRYTHISALLWEWANT,INTHEEND,WECANTHIDEFROMOURSELVESWENEEDTOLEARNTOOPENOURHEARTSTOTHEPOTENTIALSOFLIFEANDLETTHEWORLDSOFTENUS生活发生不幸时，我们常常会关上心门；世界不仅没能慰藉我们，反倒使我们更加消沉。我们假装一切仿佛都不曾发生，以此试图忘却伤痛，可就算隐藏得再好，最终也还是骗不了自己。既然如此，何不尝试打开心门，拥抱生活中的各种可能，让世界感化我们呢WHENEVERWESTARTTOLETOURFEARSANDSERIOUSNESSGETTHEBESTOFUS,WESHOULDTAKEASTEPBACKANDREEVALUATEOURBEHAVIORTHEITEMSLISTEDBELOWARESIXWAYSYOUCANOPENYOURHEARTMOREFULLYANDCOMPLETELY当恐惧与焦虑来袭时，我们应该退后一步，重新反思自己的言行。下面六个方法有助于你更完满透彻地敞开心扉。WHENEVERAPAINFULSITUATIONARISESINYOURLIFE,TRYTOEMBRACEITINSTEADOFRUNNINGAWAYORTRYINGTOMASKTHEHURTWHENTHESADNESSSTRIKES,TAKEADEEPBREATHANDLEANINTOITWHENWERUNAWAYFROMSADNESSTHATSUNFOLDINGINOURLIVES,ITGETSSTRONGERANDMOREREALWETAKEANEMOTIONTHATSFLEETINGANDMAKEITASOLIDEVENT,INSTEADOFSOMETHINGTHATPASSESTHROUGHUS当生活中出现痛苦的事情时，别再逃跑或隐藏痛苦，试着拥抱它吧；当悲伤来袭时，试着深呼吸，然后直面它。如果我们一味逃避生活中的悲伤，悲伤只会变得更强烈更真实悲伤原本只是稍纵即逝的情绪，我们却固执地耿耿于怀BYUTILIZINGOURBREATHWESOFTENOUREXPERIENCESIFWEDAMTHEMUP,OURLIVESWILLSTAGNATE,BUTWHENWEKEEPTHEMFLOWING,WEALLOWMORENEWNESSANDGREATEREXPERIENCESTOBLOSSOM深呼吸能减缓我们的感受。屏住呼吸，生活停滞；呼出呼吸，更多新奇与经历又将拉开序幕。内部资料仅供参考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