员工开心，客户才满意，Zappos改善客服三大妙招

员工对客户服务有什么影响？影响到各个方面。所以，感觉自己被捆住手脚时，他们就会不知所措。更重要的是，他们会变得沮丧。

不难想象，不开心的员工很难提供出色的客户服务。面对不满的客户时，他们很难强装笑脸。

以下三种非常规的方法，可以让员工高兴起来，从而提供更好的客户服务：

1. 赋予员工更大的自主权

购鞋网站Zappos（以锐不可当的势头杀入制鞋行业。其成功的秘诀是什么？允许客服代表用各种方法，解决客户的问题。这意味着要提供免费退货，以及其他超出常规的措施，以达到让客户满意的目的。

这是一种独一无二的模式。正常情况下，客服人员会有一份应对各种问题的脚本。而通过允许员工采取任何必要的措施使客户满意，他们可以轻松且迅速地解决好客户的问题，最终必然会提高公司整体的客服水平。

2. 转换角色

你是否清楚团队每天会遇到怎样的情况？如果你已离开公司客户服务岗位很长时间，你很有可能并不了解该部门的日常工作。但你的员工却非常清楚。

拿出一天时间，与员工互换角色。做一天客服工作，感受一下与公众打交道是什么样子。你或许能从中找到让员工的工作更轻松的方法，进而让他们更好地服务客户。至少你可以向员工证明，你在用心了解他们的工作，这反过来会让他们感觉自己受到了更大的尊重，他们也会更加快乐地工作。

3. 保证员工的工作生活平衡

孩子难免会生病。家人会有临时的出行计划。当生活出现状况时，你的员工希望知道，他们有足够的自由和权力修改工作时间安排，来满足生活中的需求。否则，他们很有可能会带着糟糕的情绪来上班，而你的客户也会注意到他们的情绪。

要想提高客户服务水平，首先要提高员工灵活应对工作时间安排的能力。即便你的公司无法实现灵活的轮班制，你也可以修改调班方式，将权力交回给团队手中，使他们可以根据需要修改工作安排。

你正在采取哪些措施提高公司的客户服务水平？提高客户服务水平的方法有很多。你的团队是否采用了非常规的方法，来提高客户的满意度？ （财富中文网）

译者：刘进龙/汪皓

审校：任文科

What do employees have to do with customer service? Everything. That’s why when they feel their hands are tied, they’re stuck. More important, they’re frustrated.

It makes sense that unhappy employees struggle to provide exceptional customer service. It’s hard to put on a fake smile while dealing with disgruntled customers.

Here are three unconventional ways to keep your employees happy so they provide better customer service:

1. Let Your Employees Say Yes More Often

Zappos broke into the shoe industry with force. The key to their success? Enabling their customer service representatives to do whatever it took to resolve a customer’s concern. That meant offering free shipping on returns and going way above and beyond to make a customer happy.

This model is unique. Normally, customer service agents are given a script for dealing with various problems. By enabling employees to do whatever is necessary to keep a customer happy, your employees are better able to solve problems quickly and effortlessly, which ultimately improves your customer service levels.

2. Reverse Roles

Do you know what your team encounters on a daily basis? Chances are, if you’ve been out of the customer service side of things in your business for a while, you don’t. And your employees know that.

Reverse roles with your employees for a day. Take over the customer service jobs and feel what it’s like to interact with the public. You might find unique ways to make your employees’ jobs easier so they can better serve your customers. At the very least, you’ll show your employees that you care about understanding their jobs, which in turn will make them feel more respected and happier at work.

3. Make Work-Life Balance Possible

Children get sick. Families take impromptu trips. When life happens, your employees want to know they have the freedom and power to change their work schedule to accommodate their needs. Without this, they’re more likely to arrive at work in a bad mood and your customers will take notice.

To improve customer service levels, start by improving your employee’s ability to be flexible with a work schedule. Although flexible shifts might not be possible in your business, you can still empower your team to make schedule changes as necessary by modifying your scheduling method to put the power back in your team’s hands.

What Are You Doing to Improve Customer Service?There are many ways to improve customer service. Is your team using an unconventional method to keep your buyers happier?