The following are extracts from business complaint letters: (a) ‘You have charged us the wrong amount’; ‘Please send us a replacement at your earliest convenience’; (b) ‘It appears that there is a...

The following are extracts from business complaint letters: (a) ‘You have charged us the wrong amount’; ‘Please send us a replacement at your earliest convenience’; (b) ‘It appears that there is a discrepancy in the invoice compared with the estimate’; ‘We would like to request that you consider replacing this item’. Compare (a) and (b) in terms of clarity, effect on the supplier–customer relationship and overall effectiveness. How far do you think your evaluation is related to your culture?