A customer calls her sell phone company and says. "I'm traveling to work, and I'm having problems accessing my voicemail. What is the FIRST thing the customer service associate should do?

a. Tell the customer that you will need to transfer her to another department in order to fix her voicemail
b. Tell the customer that if she is away from home, she probably cannot access her voicemail
c. Ask the customer her name and account information so you can access her account
d. Ask the customer if you can put her on hold while you check on the issue