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Tag Archives: American Express

Survey worst practices from American Express

I got a survey invitation the other day from American Express that exhibited a number of worst practices. I’ll share highlights so we can hopefully learn from it. 1. The survey arrived too late. The email started, “Our records indicate you logged on to americanexpress.com on September 19, 2012, and we would like feedback about […]

Good CSR, bad CSR

The other day I got hot under the collar about what was basically a trivial matter. The outsourced customer service function of American Express needed appropriate phrases to express appropriate reactions when a customer called because their credit card was declined. Quite possibly because of cultural differences, the scripted responses weren’t appropriate at all. But […]

American Express customer service goes off the rails

Had a remarkable conversation with American Express customer service tonight regarding my account ending in 71000. (Amex, that’s so you can fix this if you are paying attention.) The card was rejected in a Cost Plus World Market store and while I am by no means a paragon of any type, I’ll say in my […]

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