Write a buffer according to the following prompt:

As a customer service supervisor for a telephone company, you're in charge of responding to customer's requests for refunds.

You've just received an e-mail 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 he 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 e-mail reply, sympathizing with the customer's plight but preparing him for the bad news (that the company policy specifically prohibits refunds in such cases).

PART 2 : Why is it necessary to include a buffer in this type of business communication situation? What is the role of a buffer?