Harland Is Following the Three-Step Writing Plan for His Direct

Harland is following the three-step writing plan for his direct claim letter. In the body of the letter, Harland should

A) assume the company understands his request without explanation.
B) use emotional language to show how upset he is about the situation.
C) assume the company purposely tries to cheat its customers.
D) include copies of all pertinent documents.

Correct Answer:

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