Avoiding negative words and phrases and avoiding blame in adjustment messages are ways to achieve which of the following?

Use of sensitive language

Expression of confidence

Extension of a promise

Which of the following are reasons that businesses make favorable adjustments to legitimate claims? Check all that apply.

To satisfy customers and retain their business

To protect employees from angry customers

To avoid negative reviews on social media platforms

To adhere to contractual and tort laws protecting consumers

If appropriate, an apology should be expressed in the

of an adjustment message.