When writing to a customer about a problem with an order, you should ________.
A) use the direct pattern if the message has some good-news elements
B) use the indirect pattern if the message has some good-news elements
C) always use the direct pattern
D) always use the indirect pattern
Question 2
You are opening a new restaurant and realize that customers might post reviews online. What should you do?
A) Recognize social networks as an important communication channel.
B) Try to monitor comments.
C) Use social media sites to interact with customers.
D) You should do all of these.
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