Advantages/ disadvantages

Place the advantages into the corresponding contact methods.

Groups:

(a) Phone call

,

(b) Email

,

(c) Chat online

,

(d) In-person

• • Real-time interaction

• • Quick issue resolution

• • Convey emotions and information clearly

• • Written record

• • Swift and convenient exchanges

• • Chat history

• • Direct assistance

• • Builds trust through direct interaction

• • Transmit detailed information

• • Direct interaction online

Place the disadvantages into the corresponding contact methods.

Groups:

(a) Phone call

,

(b) Email

,

(c) Chat online

,

(d) In-person

• • Hard to convey emotions clearly

• • Long waiting times

• • Time-consuming travel and wait

• • Cannot address urgent issues

• • Hard to document discussions

• • Difficult to retrieve information

• • May not resolve complex issues

• • Slow response time

Phone communication allows for real-time interaction, ​ (a)   and ​ (b)   resolution.

• quick exchanges
• immediate issue
• delayed interaction

However, phone communication may have ​ (a)   during ​ (b)   .

• waiting times
• busy periods or high call volume
• short waiting times

Online chat provides ​ (a)   to customers' questions through ​ (b)   .

• immediate answers
• direct chat with a representative
• eventual answers

The chat history is available for ​ (a)   which helps with ​ (b)   .

• future reference
• tracking conversations
• past reference

Email allows transmitting ​ (a)   and attachments to ensure ​ (b)   .

• detailed information
• quality of information exchange
• brief information

Email provides a ​ (a)   of the conversation making it ​ (b)   to ​ (c)   .

• written record
• easy
• retrieve information later
• difficult

Email often does not provide ​ (a)   leading to potential for ​ (b)   times.

• immediate answers
• slow response
• fast response