Which of the following guidelines should be followed when granting an adjustment?
a. You should avoid using reader-centered language.
b. You should use negative words to describe what went wrong since positive words are misleading.
c. You should explain the situation to the customer in the case of rare and unavoidable events.
d. You should make the customer's complaint the focus of your message.
e. You should apologize at the beginning and the end of an adjustment grant message.
Answer: C
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