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The key points and concepts of the text are: - The best correspondence, whether positive or negative, should be concise, clear, and have an easily understandable message. - Letters of complaint are necessary when people or situations do not meet expectations. - Complaints can be about poor customer service, unfulfilled promises, defective items, or undesirable situations. - Writing a complaint letter requires having a feeling that someone needs to be notified or that a resolution is needed. - It is important to have some level of emotional investment when drafting a complaint letter. - It is recommended to draft a complaint letter when emotions are heightened but then discard it and create a new one. - The next step is to identify the various points and issues that need to be addressed in the complaint.