Question

Briefly describe the disadvantages of multiple points of contact for a user who has a question or problem.

Answer 1

Incomplete question. The options:

• The user may not know whom to contact about a problem.
• The user may misdiagnose the problem and contact the wrong contact person.
• The contacts may not know the answer.
• The contacts may disagree about the solution to a problem

Answer:

• The contacts may disagree about the solution to a problem

Explanation:

Of course, there is a likelihood of disagreement between the contacts as they may have slightly to very broad different opinions about how to solve a particular problem.

For example, imagine a customer has a problem he believes can be solved, he decides to;

• contact support team A via phone call, he's attended to and offered a solution, still unclear he again
• contacts another support team (team B) via email, in this case, a different support staff attends to him.

Finally, he likely discovers that the suggestions made by the contacts disagree (not in harmony) about the solution to a problem.