"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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