The invention provides a customer service question answering processing method and device. The method is applied to a customer service staff training platform. The method comprises the steps that a question set sent by a customer service robot system is received, wherein the question set records questions which cannot be solved by a customer service robot; the questions in the question set are sent to a plurality of clients, wherein the clients are used for displaying the questions to customer service staff and acquiring answer information input by the customer service staff; the answer information, fed back by the clients, about the sent questions is received; the answer to each question is determined from multiple pieces of answer information; and the determined answers are sent to the customer service robot system after being associated with the corresponding questions. By use of the embodiment, question answering cost can be lowered.