Measuring Customer Service at American Express :: essays research papers

Measuring Customer gladness at American ExpressAmerican Express is a world wide hold start related service comp all. American Express works with both consumers and blood with their financial planning as well as offers numerous amounts of character ride products and travel assistance. They have many products and services that are use byout the world by consumers and businesses. As American Express moves towards the future, similar most credit card companies, they want to be competitive and responsive to the needs of the consumer. American Express sends out customer service surveys to the card members that call in to the telephone service center. The surveys are sent out randomly with a coding on the bottom of the survey so that the results and comments are given back to the correct employee. The employees are aware that any card member that they speak to could receive a survey. With this said, each employee goes through extended learning on the telephone behaviors that mu st be exhibit while speaking to card members. The employees also go through extensive training on the policies and procedures that each card product and service has. This training is to ensure that each card member is handled with the most utmost maestro behavior and their dilutes are handled correctly. Once the surveys are returned to the partnership, they are returned to the Customer Satisfaction Action Team. This team reviews the surveys, separates them by employee and then by the results.. The results are confused by Excellent and Very Good and then Fair and execrable point outs. The card members that score a Fair or Poor mark on the survey is called back by one of the team members and the issue is discussed further to find out why the survey was marked that steering. The comments that the card members make on the surveys are returned to the employees team attracters. The team leader gives the feedback to the employee and discusses with them their best practices or oppo rtunities that need to be worked on. This tool is an excellent way to get in touch with our card members and to see how they feel the partnership is doing and what they feel is going right and what needs to be worked on. By doing this the company can take this information and better the customer satisfaction by either up training of employees are reviewing and possibly changing the policies or procedures.