What factors should you consider when refusing a customer's request?
The indirect approach may be used because the reader is already upset about the situation, and presenting the negative news first will cause the reader even more frustration and anger. The tone must convey respect and consideration for the reader. When you explain the reasons behind the refusal, do not accuse or lecture the reader. However, do not imply that your company assumes any responsibility; otherwise, you will contradict the reasons for the refusal. It is important to discuss the explanation in impersonal, neutral language and to avoid personal pronouns such as you and your.
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