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。
答對率 26%。
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。例：The doctor suggested that he (should) 「stop」 smoking.（用 stop 不用 stops）／I insist that she (should) 「be」 present.（用 be 不用 is）。
work 在這裡是「成品」，它是被修正的對象，所以原形要用被動的 be corrected。這題把「原形」與「被動」兩個考點疊在一起。
國中學過 It is important that he (should) be on time.——同一家族，that 子句一樣用原形。
request／suggest／insist／demand that + S + (should) + 原形動詞（要求、建議、堅持、要求；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.