You work in a customer service department, answering emails from customers. This morning you received an angry message from a customer who has a legitimate complaint about your company’s warranty policies. After responding to the message as best you can, which of the following steps should you take?

a. Forward the message to your immediate supervisor and suggest that the company might want to reconsider its warranty policies.

b. Forward the message to the CEO and suggest that the company might want to reconsider its warranty policies.

c. Forward the message to everyone in the department so they are aware of the problem with the warranty policy.

d. Delete the customer’s message; you can’t fix the warranty policy.