- A fact is something true: we open at nine, the consultation fee range is this.
- In the product you type or speak what the employee should know.
- Start from the questions callers actually ask.
- Ask about things you never taught it.
- Prices, timings and offers change.
Facts and rules are different things
A fact is something true: we open at nine, the consultation fee range is this. A rule is how to behave: never quote a final price, always offer a callback. Teach them separately so you can change one without touching the other.
Teach in plain words
In the product you type or speak what the employee should know. The system works out whether it is a fact or a rule and shows you how it understood. You review it before it is saved, and you can see everything the employee knows in one place.
Write for the caller's questions
Start from the questions callers actually ask. Write the answer as you would say it to a customer, short and specific. Include the awkward ones: what you do not do, and what you do not charge for.
Test the gaps on purpose
Ask about things you never taught it. The right answer is that it will find out and call back, not an invented answer. Fix any invention by teaching the fact or adding a rule.
Keep it current
Prices, timings and offers change. Review the knowledge every month, and after any change to your business. Stale facts are the most common cause of wrong answers.
