You Need to Write a Letter to a Customer Denying

question 86

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 explanation 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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