A. To address poor customer service knowledge, start by creating a detailed FAQ document that covers common issues and questions. This can be a living document that is updated regularly based on customer inquiries. Encourage your team to refer to this document during customer interactions to ensure accurate information is provided.

B. Implement regular training sessions for customer service representatives. Focus on common issues, product features, and troubleshooting steps. This will help improve their knowledge and confidence when assisting customers.