員工對(duì)客戶(hù)服務(wù)有什么影響？影響到各個(gè)方面。所以，感覺(jué)自己被捆住手腳時(shí)，他們就會(huì)不知所措。更重要的是，他們會(huì)變得沮喪。

不難想象，不開(kāi)心的員工很難提供出色的客戶(hù)服務(wù)。面對(duì)不滿(mǎn)的客戶(hù)時(shí)，他們很難強(qiáng)裝笑臉。

以下三種非常規(guī)的方法，可以讓員工高興起來(lái)，從而提供更好的客戶(hù)服務(wù)：

1. 賦予員工更大的自主權(quán)

購(gòu)鞋網(wǎng)站Zappos（以銳不可當(dāng)?shù)膭?shì)頭殺入制鞋行業(yè)。其成功的秘訣是什么？允許客服代表用各種方法，解決客戶(hù)的問(wèn)題。這意味著要提供免費(fèi)退貨，以及其他超出常規(guī)的措施，以達(dá)到讓客戶(hù)滿(mǎn)意的目的。

這是一種獨(dú)一無(wú)二的模式。正常情況下，客服人員會(huì)有一份應(yīng)對(duì)各種問(wèn)題的腳本。而通過(guò)允許員工采取任何必要的措施使客戶(hù)滿(mǎn)意，他們可以輕松且迅速地解決好客戶(hù)的問(wèn)題，最終必然會(huì)提高公司整體的客服水平。

2. 轉(zhuǎn)換角色

你是否清楚團(tuán)隊(duì)每天會(huì)遇到怎樣的情況？如果你已離開(kāi)公司客戶(hù)服務(wù)崗位很長(zhǎng)時(shí)間，你很有可能并不了解該部門(mén)的日常工作。但你的員工卻非常清楚。

拿出一天時(shí)間，與員工互換角色。做一天客服工作，感受一下與公眾打交道是什么樣子。你或許能從中找到讓員工的工作更輕松的方法，進(jìn)而讓他們更好地服務(wù)客戶(hù)。至少你可以向員工證明，你在用心了解他們的工作，這反過(guò)來(lái)會(huì)讓他們感覺(jué)自己受到了更大的尊重，他們也會(huì)更加快樂(lè)地工作。

3. 保證員工的工作生活平衡

孩子難免會(huì)生病。家人會(huì)有臨時(shí)的出行計(jì)劃。當(dāng)生活出現(xiàn)狀況時(shí)，你的員工希望知道，他們有足夠的自由和權(quán)力修改工作時(shí)間安排，來(lái)滿(mǎn)足生活中的需求。否則，他們很有可能會(huì)帶著糟糕的情緒來(lái)上班，而你的客戶(hù)也會(huì)注意到他們的情緒。

要想提高客戶(hù)服務(wù)水平，首先要提高員工靈活應(yīng)對(duì)工作時(shí)間安排的能力。即便你的公司無(wú)法實(shí)現(xiàn)靈活的輪班制，你也可以修改調(diào)班方式，將權(quán)力交回給團(tuán)隊(duì)手中，使他們可以根據(jù)需要修改工作安排。

你正在采取哪些措施提高公司的客戶(hù)服務(wù)水平？提高客戶(hù)服務(wù)水平的方法有很多。你的團(tuán)隊(duì)是否采用了非常規(guī)的方法，來(lái)提高客戶(hù)的滿(mǎn)意度？ （財(cái)富中文網(wǎng)）

譯者：劉進(jìn)龍/汪皓

審校：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?