You Need to Write a Letter to a Customer Denying

question 27

Multiple Choice

You need to write a letter to a customer denying a claim,as the customer is responsible for the problem that she is asking you to fix.In this situation,________.

• A) the direct approach is best to buffer the bad news
• B) the direct approach is preferred so that you get right to the point without introductory pleasantries
• C) the indirect approach alleviates the need to phrase the bad news tactfully
• D) the indirect approach can provide introductory information so it can be understood by the reader
• E) you should always take responsibility for the claim even if you are not to blame in order to maintain the customer's goodwill

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