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Section headers include “Smile: Maintain a Positive Demeanor,” “Make the Customers Feel Welcome,” “Listen” and — in what must now seem ironic given Barack Obama’s troubles with over-promising — “Build Trust: Be True to Your Word.”
The handbook also delves into the more serious topics of “Identifying Personally Identifiable Information,” “IRS Data Safeguards” and “Preventing Fraud.”
Nothing in the manual seems to rise to the level of a state secret — raising questions about why the federal government felt it necessary to classify information that has no reason to be classified.