I think your essay is wonderful! You said your opinion in your first paragraph, then stated why in the next ones. Also the big if is pretty cool. Keep on writing essays and lapses will be corrected. Try to proofread and check the spelling so that it will be better.
Refrain is in a song not a poem so C. Refrain.
B.) phone call
because when you call the angry customer you can talk to them and work it out. If you do the others it will be complicated and calling is more easier. In my opinion I will call.
I think C because its talking about what is behind the story who did it how and why
