Certainly, an assessment of people is a good place to begin. But also, an assessment of your company's goals regarding customer service is crucial. How will you know where to go, if you don't have a destination in mind? Great customer service starts at the top of an organization - if senior management doesn't walk the service talk, it won't matter much what your service reps do or say to their customers. Frankly, service training for people in an organization that doesn't fully buy into a customer-focused philosophy is like putting lipstick on a pig.
A clear assessment of the type of service that your senior management wants to provide, and is willing to stand behind, is the blueprint for building a world-class service department. From that blueprint, you can then hire the right kind of people, provide them with the proper training and environment, and then continue the learning process on an ongoing basis by listening to your customers' reactions, comments, suggestions, and grumbles. Ultimately, your customers will tell you what kind of service department they want to have serving them. Hopefully, your senior management will take heed, and allow you to build that kind of department.
The Angry Customer Expert