If you plan to grant a claim made by a customer who's clearly at fault

A) pinpoint the customer's shortcomings to discourage future mistakes.
B) discourage future mistakes without insulting the customer.
C) scold the customer to discourage future mistakes.
D) post the situation on social media to discourage future mistakes.
E) specifically identify exactly what the customer did wrong.

B
Explanation: B) When you're granting a claim and the customer is at fault, use the body of the message to discourage future mistakes without insulting the customer.