The first thing you need to do is let your employees know what you expect of them, how much individual judgement they can use, and what the rewards will be. Giving employees some flexibility in handling problems lets them know that you trust them. Employees should know your companies products or services, the company philosophy, and your industry. Make it clear to your employees how important customer service is to everyone's future.
Make sure that your employees have been trained properly and have all the resources they need to do their jobs. Include them in decision making and explain company policies. Assure them that they will be backed, when a quick response was needed to satisfy a customer. Explain to them the basics of social interaction, like smiling and eye contact. Most importantly be a good example.
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