第 11 至 15 題為題組        Handling customer claims is a common task for most business firms. These claims include requeststo exchange merchandise, requests for refunds, requests that work __11__ , and other requests foradjustments. Most of these claims are approved because they are legitimate. However, some requests foradjustment must be __12__ , and an adjustment refusal message must be sent. Adjustment refusals arenegative messages for the customer. They are necessary when the customer is __13__ or when thevendor has done all that can reasonably or legally be expected.         An adjustment refusal message requires your best communication skills __14 __it is bad news tothe receiver. You have to refuse the claim and retain the customer __15__ . You may refuse the request foradjustment and even try to sell the customer more merchandise or service. All this is happening when thecustomer is probably angry, disappointed, or inconvenienced.
【題組】11.
(A) is correct
(B) to be correct
(C) is corrected
(D) be corrected