When the customer says, “Can we resolve this”, don’t say “No” before checking into it! Imagine how silly the American Express Customer Service Rep looked on a call with my daughter this morning. Last year my daughter and I approved a small purchase of a planner – not realizing that American Express was signing us up for a lifetime subscription. After receiving a new planner in the mail this year, our statement showed up with a $40+ charge! Wow – the price suddenly went way up. I guess they assumed we would just let it go.
Of course we called to return it, but they the rep said “No, we can’t take it back”. My wife overheard this and immediately jumped on the call – “So you’d rather me cancel the card and keep the planner?” she asked…”Well, well….blah blah blah, no…” She said. Within two or three minutes we not only had a credit, but they told us to keep the planner (suddenly it’s free). So they were right, they can’t take it back, however the credit was there, we just had to ask. American Express gets one star for customer service on this one. Make sure your customers are happy they are doing business with you, and when something happens that causes a customer satisfaction problem, don’t make the customer threaten to leave before responding.
© 2011, David Stelzl