Karen was promised a year's warranty when she bought a new cell phone. However, it quit working after three months. Which of the following is the first step she should take when writing an indirect claim message to the cell phone company?
a. Express disinterest in a continued relationship.
b. Identify the situation (invoice number, product information, etc.) and lead into the problem.
c. Show a tone of firmness with evident displeasure.
d. Seek corrective action.
e. Present enough of the facts to permit a decision.
Answer: B
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