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Amex Strikes Out Again

Amex Strikes Out Again

I’m a charter Amex Platinum Card owner, and the decline in its status and service as American Express includes more and more people is a situation to be avoided.

Today, I attempted to send two gift cards for a hundred dollars each to people who did me favors. Since I know from past experience that the web site often freezes up, I called the customer service line. After a several minute wait, a woman proceeds to read me a script, often repeating herself. Finally, we get to the gift cards and as we’re completing the second address she says, “Sorry, we don’t ship these to Rhode Island.”

“Why don’t you point that out at the beginning?” I asked. She stammered back into her script.

Everyone wants a Platinum Card, and Amex clearly intends to give one to them, making the service slower and stupider by the hour. Lesson for us all: If you want to treat clients and customers as though they are special, then make a special effort.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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