@irrational wrote:
@bigblue7722 wrote:
I am guilty of calling the csp number nor non related csp things. All I did was call to get my Marriott card shipped out faster. I hate having to hit a hundred buttons to get to talk to someone. I'm shocked about Amex I feel like it asks way to much info before I can get to someone
I've never had to enter a bunch of things when I call amex. If I call the number on the back of my BCP the automated system asks me for my card number, and within about 30 seconds of hold time I'm talking to a human.
Never called on my CSP, but from the way the OP describes it, it sounds like poor "body" language. You'd expected better trained CSRs for their premium products, but it's not uncommon for less experienced CSRs to assume that since they can't be seen, then their body language doesn't matter.
+1
I never had a problem with chase and prefer using SM but since there was a thread about somebody who wanted to move limits with chase but wanted to keep card open and leave $500 but they closed it I felt it was better to call them. The number is the same for the CS and CSP so I called it to ask question about the Marriott and to move limits from the CS to Amazon visa
I believe that as long as humans are used for customer service, which I suppose that is what customers prefer - at least I do, there will always be a wide range of experiences as no two humans are alike.
For instance, I have had slow responses with Chase's SMing. It took nearly 5 days for a reply. However, each time I have been on the phone with them they were very professional and helpful.
When it comes to Amex, I have also found it to be hit/miss as well. Most of the time I have had lively and helpful CSRs, there was once I had a Debbie Downer that was clearly having a bad day. I have also spent minutes navigating their annoying prompts. Heck, I found it extremely unprofessional that the computer system handled closing my BCE. I never talked to a soul to have it closed. I was expecting at some point to be transferred to a CSR to cancel it, but all of the sudden the computer started doing all the work.
The same could be expanded to other businesses. IE... cellular wireless CSRs. Those, in my experience, are more so than not simply unsatisfactory in handling calls. Therefore, I have to say that for the most part, the CC companies have it fairly well controlled.
@j_casteel wrote:
@Closingracer99 wrote:
@j_casteel wrote:
@Closingracer99 wrote:I called the number to ask for a few things ... One thing was about the new Marriott card that i got approved and one was to move $500 from the Chase Sapphire ( not the CSP) to my Amazon Visa to bump up my Amazon Visa to a respectable level and she while wasn't rude directly her voice said (Blank) (Blank).... Very Rude tone in her voice right off the back almost decided to hang up and try again.
I figured the reps would be better considering it is a "perk" of theirs
whats a respectable level?
Maybe a more Polite tone?
Oh, I thought you were referring to your Amazon limit.
Oh I wanted to bring my Amazon visa to $1,000 but her tone was bad since the very start of the call way before I even told her my info
@USF813 wrote:
I have to disagree with Kenny. A CSP cardholder calling the CSP line is not abusing the system. If anything, it's sending a message of support to Chase that the customer values the skill set of these agents. Further, call center metrics are used when it comes time to hire new agents. Call centers are getting on the JD Power bandwagon and finding that US based call centers are raising their satisfaction numbers greatly. By calling the CSP line for an IHG question you are supporting the US economy. I'm a long time Honda owner but I won't buy another one because they've opened up shop in Mexico. Next car will be a Toyota built in Mississippi or a VW built in Tennessee. I'm not trying to start a debate on off shoring btw. If blowing up the phone lines at CSP CS results in Chase hiring a new class at that call center, we all win. For the record, I've never gotten a non-US based agent when calling in regarding my IHG card. During college, I worked in an airline call center.
Intesting view point.. and it totally makes sense. 
Didn't think of it that way. Thanks!
@Anonymous wrote:
@jd352 wrote:
The same could be expanded to other businesses. IE... cellular wireless CSRs. Those, in my experience, are more so than not simply unsatisfactory in handling calls. Therefore, I have to say that for the most part, the CC companies have it fairly well controlled.In the wireless world (for big carriers) almost a business decision. It's high turnover, and the reps are minimally trained to handle common calls with no deviation from the rules allowed (Cap One style). Anything else is too expensive, and if customers are unhappy, well, they can churn between the carriers, which have similar CSR approaches. And, in the end, cell service turns out to be much more vital than credit cards, with fewer choices, so consumers end up putting up with poor experiences. Good model actually!
I personally never had any experience with Cap1 CSR's as I never owned a Cap1 card. But, based on posts, they do bend the rules for some and not for others. Some people get the AF's removed or reimbursed while they deny the same treatment to others.
I wasn't trying to make a direct correlation between the wireless industry and the credit card industry. But rather pointing out that as long as CSRs are not completely replaced by robots, there will always be variation in levels of customer care - no matter which company is contacted.
The important thing is that companies realize that CSR's are the faces of their company and the first contact for consumers. I have seen many people end their business from companies for receiving poor customer service. How often do we see people ecstatic to kick their Cap1 cards to the curb?
Poor customer service can be a PR nightmare. Although, you make the very interesting point that less options = typically worse customer service. I am guessing the OP was hoping that with the higher level product, the customer service should have been better on the first call. After all, the prime card lenders do typically try to sell their customer service as a benefit to their card, especially the CSP.