Which of the following is not true about adjustment letters?
a. A customer is upset so the tone should be gracious.
b. A customer who is happy with an adjustment is unlikely to damage the company's reputation.
c. Showing a grudging tone lets the customer know he or she really didn't get away with anything.
d. An adjustment letter informs the reader of action being taken in response to the customer's claim.
e. The response should be as prompt as possible.
Answer: Showing a grudging tone lets the customer know he or she really didn't get away with anything.