Quality customer service has all kinds of measurements.  You know what I mean.  Friendly appearances inside the company/agency facility, professional/appropriate staff dress, informative communication processes, timely responses to customer questions on available products or services…and we can all think of several more to add to this list. But how often do we think about and test ourselves on conveying:  (1) accurate, (2) complete, (3) up-to-date application process specifics, (4) location and consistent product/services knowledge??

Have you ever considered using periodic:  Product/Services “Knowledge Classes” as a methodology of continuous improvement for all company/agency personnel?  

In this day and age when products and services are continuously modified…access to them become available in a store or online, and the people working with/for us change more than in recent years; it is important to conduct fun, simple but vital Product/Services “Knowledge Classes” for EVERYONE!

Some of the questions that could be addressed in the classes may include but not be limited to the following:

• ​Do the new and senior staff share common product/services information with people?​
• Are all customers given ALL the relative company/agency contact information?
• Is there a standard product /services “elevator sales pitch” that is used?
• Do some employees assume people “understand” product/services application and time specific information…and then take them for granted?
• Will potential customers walk away with the right product/services information that will enable them to positively pass it on?

I realize conducting periodic Product/Services “Knowledge Classes” sounds corny and maybe even insulting to some.  However, before you cancel this TRIPLE III TIME message idea…give it a try.