When refusing claims and requests for adjustments,the message should close on a respectful and action-oriented note.

Question

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Your delicate task as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your letter. Demonstrate that you understand and have considered the complaint carefully, and then rationally explain why you are refusing the request. Close on a respectful and action-oriented note. And be sure to respond quickly.

When Refusing Claims and Requests for Adjustments,the Message Should Close