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It should be noted that a paraphrase simply refers to the restatement of the meaning of a passage by using one's own words.
Your information is incomplete. Therefore, an overview of a paraphrase will be given. A paraphrase simply means to express the meaning of something by using different words in order to achieve greater clarity.
In this case, it's important to read and understand the passage first. After this, you can then rewrite them in your own words. This can effectively answer the question about the policy regarding training for customer service representatives.
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