Measuring Customer Service at American Express

Measuring Customer Satisfaction at American Express American Express is a world wide travel link service company. American Express works with both consumers and business organization with their financial planning as well as offers legion(predicate) amounts of credit f ar products and travel assistance. They have many products and serve that argon used through aside the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer. American Express sends out customer service check overs to the card members that omen 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 take up a survey. With this said, each employee goes through extensive learning on the telephone behaviors that must be demonstrated while communicate to card members. The employees also go through extensive bringing up 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 outcome professional behavior and their proceedss are handled correctly.

Once the surveys are returned to the company, they are returned to the Customer Satisfaction Action Team. This team up reviews the surveys, separates them by employee and then by the results.. The results are separated by Excellent and very(prenominal) Good and then Fair and Poor marks. The card members that puddle 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 label that way. The comments that the card members make on the surveys are returned to the employees team leaders. The team leader gives the feedback to the employee and discusses with them their best practices or... If you want to get a dear essay, order it on our website: Orderessay

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