Jim Jacobs Works in the Customer Relations Department of a Large

Multiple Choice

Jim Jacobs works in the customer relations department of a large department store. One of Jim's jobs is to read letters written by upset customers and try to determine the true meaning of the letters. For example, it is up to Jim to determine if a customer has a legitimate concern that needs to be passed on to top management or if a customer is simply complaining for the sake of complaining. The step in the communication process that Jim is involving in is

A) encoding.
B) sending.
C) decoding.
D) medium.
E) receiving.