Rasheed is the customer service manager at Double Tree Hotel. Part of his 1 point job is responding to routine requests from customers. For his positive replies, it is best for Rasheed to: Use the indirect approach to maintain a close working relationship with his customers. O Open with the main idea, explain all relevant details in the body, and end with a courteous close. O Apply the three-step writing process: write, plan, complete. O Avoid using the "you" attitude in order to embed any negative information. Control his emotions to avoid writing anything that might be interpreted as defamation