Florian, a customer relations specialist at a clothing company, is writing a letter refusing a customer request to replace, free of charge, a box of shirts that the customer spilled ink on. Which of the following is the best way for Florian to begin his letter?
Multiple Choice:
O He should begin his letter with a direct refusal.
O He should begin his letter by suggesting that the customer's request is unreasonable.
O He should begin his letter by stating that the customer caused the damage to the shirts.
O He should begins letter by apologizing to the customer while offering no explanation or alternative.
O He should begin his letter with a buffer that sets up the discussion.

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