The Canadian branch of American Express has been awarded the 2011 International Service Excellence Award for the second year in a row.
Last year the company was awarded in the category “Division of Large Company” and this year they have been given the highly coveted “Best of the Best” title. This prestigious title is awarded every year by the Customer Service Institute of America (CSIA) and the International Council of Customer Service Organization (ICCSO). They bring recognition for a commitment to superior customer service to many different companies and groups.
"Exceptional customer service has always been a cornerstone of American Express and we are delighted to be recognized as Best of the Best among the finest international service providers," explained the General Manager and Vice President for World Service at American Express, Andrew Carlton. "I am extremely proud of our team. This award is a true testament to the quality of our people and their continued commitment and passion to delivering extraordinary customer service."
American Express Canada makes sure to put extra effort in providing continuous improvements on customer service. They have committed to a program called Relationship Care SM, a service that helps to bring a focus to nurturing the customer relationships, creating an emotional bond with them to gain customers for the long term.
"We have taken a novel approach to customer care by listening to our customers and using their feedback to not only reward our service professionals, but coach them with updated resources and training practices," Carlton continues. "We've also changed how we approach hiring new talent, ensuring that the way we engage our employees and develop our processes aligns directly with customer feedback."
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