You Need to Write a Letter to a Customer Denying

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 put the bad news in context 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 reader's goodwill