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The Copy Chick, post: 102535 wrote:
Personally I much prefer email because I can get back to it when I have the time….
I also like time to consider the information so when I’m ready to speak to someone over the phone, I can be prepared and know exactly what I’d like to ask.

I totally agree with this and would stick with the communication method chosen by the customer. If the customer works from home for example, and has small children, emails may be more convenient. Kids are notorious (well mine are anyway) for causing a catastrophe or having a personal crisis as soon as mum/dad are on the phone… oh how i love email :)