Measuring Customer Service at American Express :: essays research papers

Measuring customer Satisfaction at American ExpressAmerican Express is a world full travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of assurance card harvest-times and travel assistance. They have many products and services that atomic number 18 used throughout the world by consumers and businesses. As American Express moves towards the future, like nearly 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 rally 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 bet on 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 extensive training on the telepho ne behaviors that must be demonstrated 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 professional behavior and their issues are handled correctly. Once the surveys are returned to the company, 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 separated by Excellent and Very Good and then Fair and misfortunate marks. 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 foster to find out why the survey was marked 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 opportunities 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 company is doing and what they feel is going unspoiled 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.