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.

Question

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.

Quizplus · Accepted Answer

Michael should first determine the purpose of the message he will send as a response to ensure he addresses the customer's query accurately and effectively.

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