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الشكوى... هدية كيف تستعيد ولاء عملائك في الأوقات العصيبة؟

الشكوى... هدية كيف تستعيد ولاء عملائك في الأوقات العصيبة؟

  • تدمك:
  • المؤلف: جانيل بارلو
  • الناشر: دار الفاروق للاستثمارات الثقافية
  • كل الاقسام: التنمية البشرية
  • سنة النشر: 01 Jan 1970.
  • عدد مرات التحميل: 502882 مرّة / مرات.
  • تم نشره في: الإثنين , 14 ديسمبر 2015م.

وصف الكتاب:

كتاب "الشكوى... هدية كيف تستعيد ولاء عملائك في الأوقات العصيبة؟ " من تأليف "جانيل بارلو و كلاوس مولر " يوضح المؤلفان أهمية شكاوى العملاء ويرى أنها أفضل الصفقات الرابحة في أبحاث السوق، فهي تفيد المؤسسة من جانب وتحقق الشعور بالرضا للعميل على الجانب الآخر. تتضمن النسخة الثانية من هذا الكتاب فصلاً جديدًا يتحدث عن تلقي الشكاوى عبر الإنترنت والرد عليها، وفصلاً آخر عن كيفية التعامل مع الشكاوى الموجهة إليك أنت شخصيًّا. ثمة جزءٌ آخر من الكتاب يناقش كيفية قلب المواقف لصالحك وكيفية الرد على الشكاوي بطريقة بنَّاءة وفعّالة. جديرٌ بالذكر أن هذا الكتاب مُرَاجَع ومُنَقّح جيدًا وحافلٌ بالكثير من الأمثلة والأدوات والاستراتيجيات الجديدة.

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  • تدمك:
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  • الناشر: دار الفاروق للاستثمارات الثقافية
  • كل الاقسام: التنمية البشرية
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القائمة البريدية

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قائمة الكتب

جميع الحقوق محفوظة © 2020

MessagesTimelineExceptionsViews24RouteQueries49Models191MailsGateSessionRequest
7.4.33PHP Version249msRequest Duration6MBMemory UsageGET b-{book}Route
    • Booting (70.5ms)
    • Application (178ms)
    • 1 x Application (71.35%)
      177.55ms
      1 x Booting (28.33%)
      70.50ms
      24 templates were rendered
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      • guest.home.book (resources/views/guest/home/book.blade.php)2blade
        Params
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      • guest.home.book (resources/views/guest/home/book.blade.php)2blade
        Params
        0
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      • guest.home.book (resources/views/guest/home/book.blade.php)2blade
        Params
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      • guest.home.book (resources/views/guest/home/book.blade.php)2blade
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      • guest.home.book (resources/views/guest/home/book.blade.php)2blade
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      • guest.home.book (resources/views/guest/home/book.blade.php)2blade
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      bookmart_bookmart
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        • 19. /vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php:171
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        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        310μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        320μs/app/Models/BaseModel.php:17bookmart_bookmart
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:24
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        310μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:28
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        300μs/app/Models/BaseModel.php:17bookmart_bookmart
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        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        320μs/app/Models/BaseModel.php:17bookmart_bookmart
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        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4687
        270μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:24
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        290μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:28
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `publishers` where `publishers`.`id` = 809 limit 1
        290μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `authors` where `authors`.`id` = 1906 limit 1
        290μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 0. 1906
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        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4688
        320μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:24
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `products` where `products`.`book_id` = 4688 and `products`.`book_id` is not null
        310μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 0. 4688
        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:28
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `publishers` where `publishers`.`id` = 810 limit 1
        310μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 0. 810
        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `authors` where `authors`.`id` = 1920 limit 1
        290μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 0. 1920
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        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4732
        350μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:24
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        340μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:28
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `publishers` where `publishers`.`id` = 810 limit 1
        320μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 0. 810
        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select * from `authors` where `authors`.`id` = 1921 limit 1
        330μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        • 0. 1921
        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4733
        380μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:24
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:28
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        310μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
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        • 19. /app/Models/BaseModel.php:17
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        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
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        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
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        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
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        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4740
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        Metadata
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:24
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
        Bindings
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
        • 20. view::guest.home.book:28
        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        300μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
        Bindings
        • 0. 810
        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:2
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        300μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4742
        300μs/app/Models/BaseModel.php:17bookmart_bookmart
        Metadata
        Bindings
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
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        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
        Bindings
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
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        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
        Bindings
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
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        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
        Bindings
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        Backtrace
        • 19. /app/Models/BaseModel.php:17
        • 21. view::guest.home.book:18
        • 23. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 24. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 25. /vendor/laravel/framework/src/Illuminate/View/View.php:143
      • select `categories`.*, `book_category`.`book_id` as `pivot_book_id`, `book_category`.`category_id` as `pivot_category_id` from `categories` inner join `book_category` on `categories`.`id` = `book_category`.`category_id` where `book_category`.`book_id` = 4743
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        Metadata
        Bindings
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
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        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
        Bindings
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        Backtrace
        • 18. /app/Models/BaseModel.php:17
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        • 22. /vendor/laravel/framework/src/Illuminate/View/Engines/CompilerEngine.php:59
        • 23. /vendor/facade/ignition/src/Views/Engines/CompilerEngine.php:36
        • 24. /vendor/laravel/framework/src/Illuminate/View/View.php:143
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        Metadata
        Backtrace
        • 14. /app/Http/View/Composers/LayoutComposer.php:18
        • 16. /vendor/laravel/framework/src/Illuminate/Container/Container.php:843
        • 17. /vendor/laravel/framework/src/Illuminate/Container/Container.php:681
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        Backtrace
        • 16. /vendor/laravel/framework/src/Illuminate/Support/Traits/ForwardsCalls.php:23
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      App\Content\Models\DataBaseModel
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          html
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            0 of 0   
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  "HTTP_CACHE_CONTROL" => "no-cache"
  "HTTP_PRAGMA" => "no-cache"
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  "REQUEST_TIME_FLOAT" => 1743762859.5286
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          request_cookies
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