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.

---

Definitions:

Employee Engagement

The emotional commitment an employee has to their organization and its goals, resulting in the use of discretionary effort in their work.

Psychological Capital

A concept in positive organizational behavior characterized by an individual's positive psychological state of development, evidenced by self-efficacy, optimism, hope, and resilience.

Positive Psychological State

A mental condition characterized by the presence of positive emotions, such as happiness and fulfillment, and the absence of negative emotions.

Workers

Individuals engaged in physical or mental activity aimed at producing goods or providing services.