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
Answer: D
Explanation: D) Such a message is likely to surprise and upset the reader, so it is important to provide the reader the introductory information necessary, to understand why you are not responsible.
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