I’m working on a business multi-part question and need an explanation and answer to help me learn.

5.4 Chapter Questions 5

Associated Objectives

• Recognize common types of routine requests and outline an effective strategy for responding to them
• Recognize common types of positive messages and outline effective strategies for responding to them
• Compare and contrast the direct versus indirect approaches to composing negative messages and apply the three-step writing process to them

Under the Apply Your Knowledge section at the end of Chapters 7 and 8:

• Respond to questions 7-9, 8-7, and 8-10
• 7-9 your company made a mistake that cost an important business customer a new client; you know it, and your customer knows it. Do you apologize, or do you refer to the incident in a positive light without admitting any responsibility? Briefly explain
• 8-7 can you express sympathy for someone’s negative situation without apologizing for the circumstances? Explain your answer.8-10 if your social media monitoring efforts pick up a tweet that accuses your customer service staff of lying and claims to have evidence to back it up, how would you respond?