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旅游服务人员礼貌用语的核心是什么？应该从怎样的礼貌语言角度和客人交流？

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处理投诉时，从程序上来看礼貌语言应该如何表现？

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The 11-plus exam was discriminatory labeling children as a_-oriented(学习）or skill-oriented when they were only at the age of 11. The test streamlined them into two tracks, with the former ones heading for universities, and the latter ones for skill based education such as v____ schools(职业的） or polytechnics.