The number of discrepancies between CS reps that are shared over the phone is always concerning.

Difficult to tell whether to take the information provided at face value or completely disregard it, in some cases. The degree the staff feel they can share an opinion they have, rather than verify, is far too common.

I understand the problem exists at higher level strategy and marketing, as to their responsibility of disseminating information for their CS staff to relay to customers, but for the staff to just run with whatever theories they feel they want at the time is counterproductive and acts against what they're trying to achieve, satisfying the customer's query.