Question: Message Strategies: Refusing Routine Requests. As a customer service supervisor for a telephone company, you're in charge of responding to customers' requests for refunds. You've just received an email from a customer who unwittingly ran up a $500 bill for long-distance calls after mistakenly configuring his laptop computer to dial an Internet access number that wasn't a local call. The customer says it wasn't his fault because he didn't realize he was dialing a long-distance number. However, you've dealt with this situation before; you know that the customer's Internet service provider warns its customers to choose a local access number because customers are responsible for all long-distance charges. Draft a short buffer (one or two sentences) for your email reply, sympathizing with the customer's plight but preparing him for the bad news (that company policy specifically prohibits refunds in such cases).