As a Technical Support Rep, Michael Is Responding to a Customer's

question 68

Multiple Choice

As a technical support rep, Michael is responding to a customer's question sent to him via e-mail. What is the very first task Michael should do? 

• A)Hit the "Reply" button.
• B)Determine the purpose of the message he will send as a response.
• C)Start composing his reply.
• D)Conduct any necessary research.

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Definitions:

Responsibility

Having the duty to deal with something or having control over someone, often tied to ethical or moral obligations.

Hardy Personality

Having the characteristics of a stress-resistant person–personal commitment, sense of control, positive attitude, balanced perspective, and caring relationships; having the adaptive capacity to deal effectively with stress and change.

Personal Commitment

An individual's dedication or pledge to fulfill an obligation, pursue a goal, or uphold a value.

Balanced Perspective

An approach that involves looking at issues or situations from multiple viewpoints to make more informed and rounded decisions.