Is it possible that your employees are clueless on the products and services that you offer?

If you say no way, I respectfully submit that you might be wrong. I base this on several personal experiences, the most recent came just today.

I attempted to use my Verizon telephone calling card from a pay phone, and yes, they still do exist! It turns out the access phone number listed on my card is no longer in service.

I called Verizon and after holding for a customer care representative for 39 minutes and 34 seconds the rep told me that she never heard of a telephone calling card. I explained to her that I had this card for many years and that this was linked to my landline (yes, these too still exist!) phone. She then transferred me to another department and I had a similar experience with them. This occurred one more time with the same result. 64 minutes and 19 seconds later I was transferred to my “local business office” who per their recording was closed and offered no information as to when they might reopen.

Powerfeedback is often engaged by clients to mystery shop their company to determine product knowledge, response times and customer service delivery.

What steps is your company taking to make certain your personnel are fully informed of the products and services that you offer?