OK, Now I can only speak for myself and my calling center, which by the way is a vendor for AmEx. Being honest and totally truthful here, as I have nothing to lose but the little time it takes me to post, I get $8.00 an hour and I do (sometimes) enjoy my job. That is a good wage for someone without a college degree in my town. (I am enrolled in college to start in 10-02) I am not out to hurt anyone or point fingers (trying to be as nice as I can) but when you as a Card Member calls in, (who by the way to all the AmEx employees pays your salary via American Express charges), try to realize that the agent that you are speaking to isnt the one who made the mistake, or caused the problem. Hopefully they are the ones who will fix the problem. If they happen to be the one who caused the problem, go ahead, let 'em have it, but more then likely you will get someone else.
I personally am nice to everyone who calls in, until they begin to blame "me" for this or that. "its your fault..." "you did..." I didnt do anything. The previous agent did or its AmEx policies. "I" work for Amex, "I" have to follow their policies and procedures or my head takes a tumble. I can and will do everything within my power and within their rules and guidelines to help you. I go above and beyond, no, I am not a suck up, matter of fact, I am about ready to quit, not because of the cardmembers, but because of the management at my center.
AmEx has policies, Call centers have rules and there is only so much I can do, but if you as a cardmember start blaming me, yelling at me and such, I shut down. You might as well forget it. And most of the time, when I transfer you to a supervisor and I tell them how you have treated me poorly, yelled or cussed at me, they wont help you either.
which by the way did you know they are not really supervisors at my call center, they are agents just like me. that is why they are called senior team leads in my call center. you have to ask to speak to their supervisor before you actually get a supervisor, but most of the time they are sitting there asking the regular agent what the policies are because they dont know. And their are people called program managers/directors you can request to speak to who are above the supervisors. and above them...there are others. Now I dont suggest you go that high, because by that time, everyone on the floor knows about your call and they dont say nice things about you.
And please, dont threaten us, especially after you have already given your information, because we know where you are. (for example, one card member threatened to come with a machine gun and blow us all away...big mistake)
When I call someone for customer service, such as my cell phone company, I always start off "please excuse me, as I am upset, not at you, but at your company, and anything i say is not directed at you, it is directed to the company." I try to be polite and pleasant. Even when they make me mad.
With AmEx, it is mandatory that we give you our full name, first and last. It is also mandatory that we give you our location. We cant give you the address, but we can give you city and state. And not ALL calls are recorded, just a few for each agent, and it is for quality and training purposes only. They are kept for about 1 week (again, at my call center) and then discarded.
I can make this suggestion...If you call in, and an agent is rude to you, if they have asked you for ID, they have accessed your account. We have #'s assigned for each agent, and there is a system that allows you as a cardmember protection against these rude agents. AmEx records each agent who accesses your account. Even if they do not notate on the account, there is a trace of them still there and on what date and time your account was accessed by each agent. You can request from AmEx that they find out who (I suggest this for an agent who is really and i mean really rude to you)
I know you as cardmembers get different information from different agents, another suggestion I can give you is this...dont take information from customer service about membership rewards. We are each specialists in our department, and have no clue most of the time, what the procedures are for other departments. Ask to speak with a membership rewards agent to get the right answer.
If you have any questions about Membership Rewards, if you cant tell by now is the department I work for, let me know. If I dont know the answer, I can find it out for you.
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