Amex Call Centre: An Outlier

I am always impressed with the level of service at Amex Call Centre, Singapore.

Not just a one-off singular encounter, but each and every time. During calls about mundane matters such as changing password, verifying of statements and changing billing date, the team members always made me feel like they truly care. Perhaps they do, perhaps they don’t. The point is, that is how they made me feel. Each and every time.

They always sound genuine and never scripted. On one such call, I mentioned in passing that I had caught Covid on a recent trip, and the agent asked if I was feeling much better. Right before we hung up, he said sincerely, “Ms. (name), please take good care and I wish you the very best of health. Do stay well.”

On another occasion, I called to cancel the supplementary card as my mother had passed on. The employee’s response tugged at my heart strings. He didn’t just do the usual “I am sorry to hear that.” He went on with a very soothing voice, that he understood how this must be a difficult period, and he could relate to it since he had also lost his family member a while back. He spoke very briefly about how grief and love, and I wouldn’t be surprised if there were some wet eyes on both sides at the end.

Yesterday, I rang them up again as I had some issues logging into my account. After the employee asked me for verification, he said something to the effect of: “Thank you Ms. (name) for your excellent verification. While I am retrieving your account details, most importantly, how are you doing today?” Wow, I even get complimented for giving my own details correctly! That is a first and certainly unexpectedly refreshing! The way in which he asked the basic question truly made me feel appreciated, and not just yet-another-caller of the day.

Another time, upon verifying my details, the lady immediately said, “Thank you so much for being our valued customer for the past 18 years, Ms. (name).”

So a big shout-out to the Amex Call Centre team in Singapore. I sure hope you are all given the due recognition and feel proud of the consistently exceptional service you are providing!

Service Bank: 💖💖💖

Reflective thoughts: How do you ensure a high degree of consistency in your team’s service delivery? Who’s pointing out the inconsistencies when they occur?