內部客戶關愛團隊——美國西南航空公司

????這五位自稱為西南航空公司“老爸老媽”的員工主要負責為公司員工的重大生活事件舉辦慶祝或紀念活動。光是去年，這個精干的小型團隊就寄了4,646封吊唁信和25,057多份賀卡、禮物或與結婚、生孩子、生病及受傷有關的慰問信。他們并沒有什么明確的工作指南——要做什么全靠自己的判斷。

????比如，當有員工要在感恩節前后接受移植手術時，這個團隊就會查到她所住的旅館，送上感恩節晚餐。他們每天會挑出30份申請回復，但也會通過查看“出勤清單”（pull sheet）找出那些可能無法提交申請的員工。這份清單解釋了為什么某個請假的乘務員沒有隨機服務，比如因為生病、家里有人亡故等。

????這份工作會給人的心理造成很大負擔，但也能帶來很大的滿足感。它也會有比較輕松有趣的時刻，比如收到某個員工在孩子戒掉了奶嘴后提交的申請。團隊領導艾米?瑪侯弗說：“我們會分享你的歡樂，但這可能沒法保證我們會給你寄賀卡。”

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.