Which of the Following Guidelines Should Be Followed When Granting

Which of the following guidelines should be followed when granting an adjustment?

A) You should avoid using reader-centered language.
B) You should reiterate that it was not your company's fault.
C) You should use negative words if the reader has accused you or your company.
D) You should avoid language that makes the customer's complaint the focus of your message.
E) You should use the we-viewpoint in writing your message.