From the training point of view, if you want to improve the customer service ability of employees, it is suggested to plan and implement from the following three aspects:

"KSA analysis" in training theory refers to knowledge, skills and attitudes.

1, K/ Knowledge: Customer service is a systematic work, and employees must have a holistic and systematic concept and cognition of customer service, such as customer service job responsibilities, processes, management system, management mode, customer relationship and key account management.

Knowledge level training, you can recommend books, company management system and other ways, self-study, regular assessment and testing.

2.S/ Skills: Improving the skills of customer service is a continuous work, and there must be systematic planning. The capabilities and responsibilities of customer service positions can be refined. For example, customer service needs 10, and the importance of each item is set. Compare the existing ability of employees with the required ability, find out the gap, and choose the training method according to the gap.

Skills training can be carried out through centralized training, simulation drills, continuous training, regular assessment, etc., to test whether employees have customer service capabilities.

3, A/ attitude: attitude is the most important! Without a good attitude, no matter how much knowledge and skills you have, you can't really serve your customers well.

Attitude training, training design must grasp the key point is that we must be able to design a scene that allows the participating employees to feel the same, so that employees can experience the psychological impact brought by attitude problems themselves.

At the same time, the attitude level is not only the employees themselves, but also the atmosphere of the company, the attitude of superiors and the cooperation of colleagues, which will affect the attitude of employees at work. Therefore, employees' good mentality is not only to cultivate themselves, but also to create the overall atmosphere of the company, so that employees feel at home and have a happy mood to work.

The last sentence:

How the company treats employees, employees will treat customers.

I hope my answer can help you!