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"Ban Those Rude Phrases"
Author: Peterson, H. Val
Published In: Facilities Manager
Date: January 1996

Focus on Management column.  Recounts effort by bank in Jinan, China to ban 90 "uncivilized sentences" by employees as a means to counter customer service complaints.  Concedes that facilities operations are guilty of using similar phrases in their dealings with customers and advises using more customer-friendly phrases.

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