EP205【職場行不行】專訪美國運通旅遊暨休閒服務部副總裁吳伯良：服務業要使命必達，但遇到不理性的客戶，員工也有權掛電話

from 經理人Podcast · host 經理人Podcast

《經理人月刊》年度盛事，台灣百大 MVP 經理人獎報名開跑！詳情請點擊【台灣百大 MVP 經理人官網】👉🏻 https://bit.ly/podcast0816 「只要合法的事，沒有做不到，只有想不到！」這個擲地有聲的句子來自於美國運通旅遊暨生活休閒服務部副總裁吳伯良。2010 年，吳伯良帶領團隊推出美國運通百夫長卡（Centurion Card，俗稱黑卡），入會費要價 20 萬、年費 16 萬，瞄準頂級信用卡市場，創下許多不可思議的服務紀錄。「美國運通賣的其實是服務。」吳伯良強調，雖然強調使命必達，但他們一直有個守則，是顧客絕對不能言語羞辱，「執行長史蒂芬．斯克里（Steve Squeri）講過，不管這個卡員有多高貴、財力有多大，只要他言語暴力，所有員工都可以把電話掛斷。」本集由《經理人月刊》採訪編輯吳美欣，專訪美國運通副總裁吳伯良，一起聊聊完他的新書《服務革命》。 🎧重點搶先聽： 04：55 / 什麼是好的服務？不能拒絕客戶、再無理的要求都要答應嗎？ 11：20 / 服務業充滿情緒勞動，主管該如何支援第一線的服務人員？ 29：00 / 員工第一、客戶第二，有快樂的員工才能得到滿意的客戶 💬 希望我們解決你的職場難題嗎？這邊聽你說 👉🏻 https://forms.gle/a372G8oFB9N92de59 📔 還想了解更多？雜誌購買點這裡 👉🏻 https://bookstw.link/55st75 💻 看更多第一手商管知識 👉🏻 https://www.managertoday.com.tw/ 📚 更多職場進修課程【新商業學校】👉🏻 https://bit.ly/3txT9SX Powered by Firstory Hosting

Episode metadata supplied by the publisher feed · Published Aug 13, 2023

Embed this episode

Attribution link and audio player

Ready to play

EP205【職場行不行】專訪美國運通旅遊暨休閒服務部副總裁吳伯良：服務業要使命必達，但遇到不理性的客戶，員工也有權掛電話

0:00 37:57

1×

No transcript for this episode yet

We transcribe on demand. Request one and we'll notify you when it's ready — usually under 10 minutes.

Share this episode

Similar Episodes

No similar episodes found.

Similar Podcasts

The Course Mentors Podcast The Course Mentors Hey there, future course creator! Ever feel like turning your know-how into an online course is like trying to solve a Rubik's cube blindfolded? Well, grab your headphones because "The Course Mentors Podcast" is here to be your secret weapon! Meet Aimee and Odette (that's us!), your new best friends in the course creation world. We've been in the trenches for over a decade, and for the last five years, we've been rocking the online course space. Now we're here to spill all our secrets in bite-sized, 15-20 minute episodes that'll fit perfectly in your coffee breaks. No fluff, no filler - just real, actionable advice that'll take you from "um, what's a landing page?" to "holy moly, I just hit six figures!". We're talking everything from crafting your course to marketing it like a pro and building a business that'll have you pinching yourself. Whether you're dreaming of ditching the 9-to-5 grind, adding a sweet extra income str

Frequently Asked Questions

How long is this episode of 經理人Podcast?

This episode is 37 minutes long.

When was this 經理人Podcast episode published?

This episode was published on August 13, 2023.

Can I download this 經理人Podcast episode?

Yes. Use the download control on the episode player to save the publisher-provided media file.

URL copied to clipboard!