Business letters can be used to request information or action. familiarize yourself with the organization of these direct request letters so that you can communicate your purpose and achieve a positive outcome. the body of a direct request letter shouldexplain the request logically . read the following scenario, and answer the following question. your manager asks you for advice about the tone of a request letter she is composing to an irate customer. what advice would you give? match the tone of the irate customer. express appreciation in a fresh and efficient manner. use emoticons within the text to ensure correct tone.