根据下面内容，回答题：0 Customers occasionally want something they are not entitled to or w

根据下面内容，回答题：

0 Customers occasionally want something they are not entitled to or what you

00 can’t grant．They may misundemtand their warranties or make unreasonable

34 demands．Because these customers are often unhappy with a product or

35 service，they are emotionally involved in．Lettere 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 0r 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．

34.___________

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