完形填空 Denying Claims 0. Customers occasionally want something they are not entitled to or that you CORRECT 00. can''t grant. They may misunderstand their warranties or make unreasonable THEIR 34. demands. Because these customers are often unhappy with a product or 35. service, they are emotionally involved in. Letters that say no to emotionally 36. involved receivers will probably be your much most difficult communication 37. task. As if publisher Malcolm Forbes has pointed out, "To be agreeable while 38. be disagreeing—that''s an art." Fortunately, the reasons-before-refusal plan 39. enables you to be empathic and artful in handling with bad news. Obviously, in 40. denial letters you will need to adopt the proper tone. Don''t blame on customers 41. or suggest that the customer does not read or understand what the contract or 42. relative policies, even if they are at fault. Avoid use "you" statements that 43. sound preachy. Instead, the safest path is to use neutral and objective 44. language to explain that why the claim must be refused. Sometimes you may 45. hope consider offering resale information to rebuild the customer''s confidence in your products or organization.