In the end, I got a more reliable, faster, friendlier and more competent contact person. Accordingly, I asked for a replacement and thus had a connection to the so-called team leader, who was also from the douchebag brand and shouldn’t have any contact to customers. This total failure made the Centurion Card Service as useless as possible. He ignored special wishes or any wishes at all. He didn’t reply to emails, forgot bookings or did them incorrectly. It’s people business, like everywhere else. You can be lucky with your Relationship Manager or not. The call center stopped the service around 1 1/2 years ago and, instead, there is a dedicated relationship manager who unfortunately was not taken from the bright bulbs of the former chandelier, but rather was recruited anew. Call center stuff as you know it (in a more extreme way) from IKEA and the various telecommunication companies, but you wouldn’t expect that from a service for the most exclusive group. Sometimes the line was busy or the connection terminated unexpectedly. The concierge service was 24×7, but on the weekend after 10 pm, the bright bulbs were at home and things needed to wait until normal office hours. Anyway, the number of agents responsible for Centurion was limited and over the years I learned all the bulbs in the chandelier and knew who was bright and who was rather dark. Only the exclusivity is then, of course, gone. The services are similar so this makes economical and organizational sense. The employees probably answered a call either as “ Platinum Service” or as “ Centurion Service” depending on which dial-in number they had been called from. Eventually, you ended up in a call center, which was obviously very, very closely connected to the call center of the Platinum Service. In the past, there was a phone number and with the help of a computer you could choose whether you wanted to speak to the lifestyle automated service, the business travel automated service or the holiday travel automated service or if you had questions about your card account or the Membership Rewards points. Lovely!ĭer Centurion Card Service – Real Luxury? Or medical help, spare underwear, a map, an interpreter, spare passport, mobile phone charger, the morning-after pill, the morning-before pill and the during-sex pill, plane tickets, a helicopter, a yellow rubber boat…no matter what! The relationship manager of your American Express Centurion Card is trying to get it. Imagine you are in the Amazon jungle and urgently need cash. No matter what, no matter when, no matter where.” The promise of American Express: “Even where no one else hears you, we come to answer your call. This is the real highlight and the point at which the exclusive credit card issuers want to differentiate themselves and by which the customer measures the quality of his card.
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