根据下面内容，回答下列各题： 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.___________