Handling customer claims is a common task for most business firms. These claims include requests to exchange merchandise, requests for refunds, requests that work 11 , and other requests for adjustments.
答案：(D) be corrected
request that 後面的子句要用「(should) + 原形動詞」的假設語氣，且 work（成品）是被修正的對象，須用被動的原形 be corrected；is correct、to be correct、is corrected 都不符合這個結構。
看到 that 子句你想填一個有時態的動詞，於是挑 is corrected——文法上看起來很正常，卻踩進陷阱。關鍵在前面的 requests：表示「要求、建議、堅持、命令」的動詞，後面的 that 子句要用「(should) + 原形動詞」，而 should 通常省略。這一組包括 request、suggest、insist、demand、require、recommend、propose、order。
英文的假設語氣沒有專屬的字形，用的就是動詞原形；祈使句用的也是同一個形（Huddleston & Pullum《劍橋英語文法》2002 的界定是：在限定子句裡使用原形，描述的是還沒成為事實的情況）。醫生真正說出口的那句話是 「Stop smoking.」，寫成 The doctor insisted that Pat stop smoking. 時，那個動詞的形沒有變——兩邊講的都是「還沒發生、要促成的動作」。判斷法就從這裡來：that 子句唸起來像在下指令，就用原形；只是在陳述一件事，就照一般規則走。對照 The man insisted that he didn't lie.（他堅稱自己沒說謊），這句是陳述不是命令，didn't 沒有錯。否定的寫法同理，不加 do：She insisted that he not be present.（不會變成 didn't）。
學測文意選填 101 年第 39 題給的是 it can ___ that the name of the typhoon be deleted（颱風名稱除名），句子裡先擺出原形的 be deleted，要你回頭填前面那個觸發的字，答案就是 request。本題給觸發詞、要你填原形；那題給原形、要你填觸發詞。同一件事從兩頭考，看得懂一邊就看得懂另一邊。
顧客要求的那件事，說出口就是 Correct the work.（把成品修好）。但這一格前面並列的是 requests to exchange merchandise、requests for refunds，這一項也得用 work 起頭，於是把受詞 work 提到主詞的位置，動詞跟著改成被動。原形加被動，合起來就是 be corrected——不是兩條規則疊在一起，是同一件要求換個主詞說出來。
國中學過 It is important that he (should) be on time.——同一組，that 子句一樣用原形。觸發的字不限動詞：動詞（suggest、insist、demand、request……）、名詞（a request that……、a suggestion that……）、形容詞（It is essential／important／necessary／vital that……）三類都算，理由都是同一個。
request／suggest／insist／demand that + S + (should) + 原形動詞（要求、建議、堅持、命令；that 子句一律用原形）、It is necessary that…（有必要…）、a refund（退款）。
Handling customer claims is a common task for most business firms. These claims include requests to exchange merchandise, requests for refunds, requests that work 11, and other requests for adjustments. Most of these claims are approved because they are legitimate.
However, some requests for adjustment must be 12, and an adjustment refusal message must be sent. Adjustment refusals are negative messages for the customer. They are necessary when the customer is 13 or when the vendor has done all that can reasonably or legally be expected.
An adjustment refusal message requires your best communication skills 14 it is bad news to the receiver. You have to refuse the claim and retain the customer 15. You may refuse the request for adjustment and even try to sell the customer more merchandise or service. All this is happening when the customer is probably angry, disappointed, or inconvenienced.