Corporate consistency in customer service

Have you ever called a company twice, spoken to two different employees to get information, and been told the exact opposite by both of them? Obviously two people may use different words to convey the same information, but to a customer, it appears as if the "left doesn't know what the right is doing". The customer can then manipulate others to accept the version he most likes.

As a customer service manager, do you compile a list of the 20 most commonly asked questions, and make sure your reps all answer those questions the same way? This can increase customer satisfaction and reduce possible financial and legal issues later due to answer discrepancies.