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as a former employee of that particular group (team leader and trainingDept, 6 years), I find it very strange that one of therepswould have been rude. That was one of the first things that we installed in them is being polite at all times. He could have given incorrect or incomplete information but being rude. That does not sound like like Norman at all.
Sometimes the difference in accents and vocal influences can make a person sound rude or "difficult"
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