內(nèi)部客戶(hù)關(guān)愛(ài)團(tuán)隊(duì)——美國(guó)西南航空公司

????這五位自稱(chēng)為西南航空公司“老爸老媽”的員工主要負(fù)責(zé)為公司員工的重大生活事件舉辦慶祝或紀(jì)念活動(dòng)。光是去年，這個(gè)精干的小型團(tuán)隊(duì)就寄了4,646封吊唁信和25,057多份賀卡、禮物或與結(jié)婚、生孩子、生病及受傷有關(guān)的慰問(wèn)信。他們并沒(méi)有什么明確的工作指南——要做什么全靠自己的判斷。

????比如，當(dāng)有員工要在感恩節(jié)前后接受移植手術(shù)時(shí)，這個(gè)團(tuán)隊(duì)就會(huì)查到她所住的旅館，送上感恩節(jié)晚餐。他們每天會(huì)挑出30份申請(qǐng)回復(fù)，但也會(huì)通過(guò)查看“出勤清單”（pull sheet）找出那些可能無(wú)法提交申請(qǐng)的員工。這份清單解釋了為什么某個(gè)請(qǐng)假的乘務(wù)員沒(méi)有隨機(jī)服務(wù)，比如因?yàn)樯　⒓依镉腥送龉实取?/p>

????這份工作會(huì)給人的心理造成很大負(fù)擔(dān)，但也能帶來(lái)很大的滿(mǎn)足感。它也會(huì)有比較輕松有趣的時(shí)刻，比如收到某個(gè)員工在孩子戒掉了奶嘴后提交的申請(qǐng)。團(tuán)隊(duì)領(lǐng)導(dǎo)艾米?瑪侯弗說(shuō)：“我們會(huì)分享你的歡樂(lè)，但這可能沒(méi)法保證我們會(huì)給你寄賀卡?！?/p>

Internal Customer Care Team - Southwest

????The five self-proclaimed Mommas and Papa of Southwest are charged with commemorating the major life events of its employees. Last year alone the small but mighty team sent out 4,646 bereavement letters and more than 25,057 cards, gifts, or letters recognizing marriages, births, illnesses, and injuries. The crew doesn’t have any set guidelines—it’s up to them to use their best judgment.

????For example, when an employee was set to have a transplant around Thanksgiving, the team tracked down the hotel where she was staying and had Thanksgiving dinner delivered. They respond to the 30 submissions they receive a day but also find employees who may not have submitted a form by reading "pull sheets," which explain why a crew member off was taken off a trip—illness, death in the family, etc.

????It’s an emotionally taxing job but incredibly rewarding. It can also have its lighter moments, such as receiving a submission when an employee’s child gave up his pacifier. “We will share in your happiness, but that might not warrant a card,” says team lead Amy Marhoefer with a laugh.