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I don't believe that phrase "you didn't talk to them nicely" is meant to demean anyone. It's just that you always get better results (even if they aren't to a person's liking) by being as nice as you can be. You automatically cause the hearer (in this case, Keystone personnel) to get defensive. I know when someone talks harshly to me, I get my dander up and don't really respond always in a positive manner.
Why is it that so many have had such positive results when dealing with Keystone? There has to be a reason, since the one on the other end of the telephone line cannot see the person calling.
Orv
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