@drz your delta comparison isn't valid. Airline status is not the same as the airline product.
If you're a delta diamond You don't get booted by Delta diamond reps to general line if you're having issues with an economy award booking. Do you?
In fact , the airlines I'm familiar with do look at the overall customer relationship. As do hotels. If I'm SPG plat I get treated the same whether I'm booking an expensive property or some category 2 hotel n
If you're a delta diamond You don't get booted by Delta diamond reps to general line if you're having issues with an economy award booking. Do you?
In fact , the airlines I'm familiar with do look at the overall customer relationship. As do hotels. If I'm SPG plat I get treated the same whether I'm booking an expensive property or some category 2 hotel n
@drz agree re calling. Unfortunately Amex doesn't have then SM function and their chat functionality is limited. I've been told to call in for certain things. Calling is still superior if you're taking care of these admin errands while sitting in traffic.
Ultimately I do find Amex customer service superior to their competition in some ways like dispute resolution, extended warranty claims etc.
The CSR experience was highly unexpected from Amex and this prompted me to post to see if others noticed similar behavior. Not to mention the recent warnings of "unusual delays" on the plat line with recommendations to call within 24hrs
The CSR experience was highly unexpected from Amex and this prompted me to post to see if others noticed similar behavior. Not to mention the recent warnings of "unusual delays" on the plat line with recommendations to call within 24hrs
Process focused is never what makes service providers stand out.
If your waiter is absent and you need something so you summon another waiter who is passing by does this waiter help and get you something like an extra fork or whatever Od do they insist on getting your waiter so you can repeat the request. Think about which behavior is more appreciated by patrons.
The platinum reps or the JPM executive client like may not be required to handle other cards but because they do we appreciate the service that much more. As @CreditCuriousity mentioned earlier this is one of the reasons why we are happy to pay for the Ritz AF. They take ownership of problems. I once had missing bonus URs on my Freedom card and the JPM rep took the issue and resolved it. It's this consistency and seamless delivery of experience that makes us appreciate a company.
If your waiter is absent and you need something so you summon another waiter who is passing by does this waiter help and get you something like an extra fork or whatever Od do they insist on getting your waiter so you can repeat the request. Think about which behavior is more appreciated by patrons.
The platinum reps or the JPM executive client like may not be required to handle other cards but because they do we appreciate the service that much more. As @CreditCuriousity mentioned earlier this is one of the reasons why we are happy to pay for the Ritz AF. They take ownership of problems. I once had missing bonus URs on my Freedom card and the JPM rep took the issue and resolved it. It's this consistency and seamless delivery of experience that makes us appreciate a company.
@drz I get your point. Although I'd find the delta co pRison more akin to someone without a platinum card calling the platinum number and expecting service.
For example, I downgraded my CSP to freedom and I didn't continue to call the CSP line.
But I've subsequently acquired the Ritz card and absolutely call their outstanding reps for all my chase cc needs.
For example, I downgraded my CSP to freedom and I didn't continue to call the CSP line.
But I've subsequently acquired the Ritz card and absolutely call their outstanding reps for all my chase cc needs.