Today I received amazing customer service from American Express. My cell phone rang and it was an Amex customer services representative calling to ask me to verify some of the recent charges I had made. The pattern looked like as if my card had been compromised and there were fraudulent charges in the past 12 […]
Today I received amazing customer service from American Express. My cell phone rang and it was an Amex customer services representative calling to ask me to verify some of the recent charges I had made. The pattern looked like as if my card had been compromised and there were fraudulent charges in the past 12 hours.
Sure enough, after several questions, it was determined that there were about a dozen charges from the other side of the world that I had not made. Someone had “stolen” my number and was going on a spending spree.
The customer services rep assured me that I would not be responsible for any of those charges. She informed me that the account would be closed, and I would receive another card in the next 24 hours. The only problem was that I was going to be in Dallas that evening, staying at a hotel for a speech the next morning. That didn’t deter her at all. She simply asked if it would be okay to send the card to the hotel. It would be there by 10:30 am or sooner at the front desk.
Here is what makes this a great lesson in amazing customer service:
This is more than customer service. This is confidence creation. Confidence comes from trusting a company. A company’s product has to work, their people have to create a great service experience, and it has to be consistent. It has to be good all of the time, not some of the time. The goal is for the customer to “own” the experience. And when that experience is consistently better than average, the company is operating in the zone of Amazement. American Express has amazed me!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright ©MMXII, Shep Hyken)
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