When granting a customer's claim, a business communicator should include an opening in an adjustment message that a. explains and clarifies the company's position. b. builds goodwill. c. presents the good news immediately. d. summarizes the reader's claim and request.

c) presents the good news immediately.

Explanation:  The claim that is raised by the customer must be considered for the evaluation and understanding the problem of the customer or customer's product . Business communicator should always reply the adjustment message starting with the good news so that customer can be satisfied by the business services.

Other options are incorrect because it does not explains business position, friendly interaction is not presented and summary of the claim is not represented in adjustment message.Thus, the correct option is option(c).

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