Which of the Following Statements Is Most Accurate

Multiple Choice

Which of the following statements is most accurate? 

A) In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.
B) Always use the direct pattern when writing to a customer about a problem with an order.
C) Always use the indirect pattern when writing to a customer about a problem with an order.
D) In writing to a customer about a problem with an order, generally, you should use the indirect pattern if the message has some bad-news elements.