• Avoids the perception of being defensive
• Removes the danger of alienating the customer
• Saves human resources and therefore money
• Total confidentiality observed at all times
• Quick turnaround in line with your targets
• Allows you to manage and focus on core activities
• Demonstrates to the customer that you care
• De-jargonises the content of your replies
• Minimises the need for secondary correspondence
• Prevents escalation into legal action