– Multiple booking errors leading to problems with travel, lost seats, lost flights, etc. No longer □ĪEXP happily lost me as a Centurion customer after 22 years, without doing anything to try to make amends for the terrible service received. He was a believer in the customer experience and in those days management was willing to speak directly to a customer to understand their concerns. He would be turning in his grave if he knew how terrible the Centurion product had become. I personally was mentored and coached for years by an old leader of American Express named Alan Loren. I finally spoke at length with a very sweet and nice “executive customer service” team member I had spoken to a year ago when things started going off the rails and she promised me that she would discuss my issues with “management”, but in the end was given the run around with the obligatory “I’m so sorry we can’t meet your needs and that we are losing you. I tried reaching out to senior team members at Amex with no response. Its become robotic and not worth the fee anymore. This is everything Centurion claims it is not. I don’t recommend it to anyone.Īs a loyal Amex customer since 1988, I worked hard to help the team at Centurion understand how appalling their customer service had become, how untrained their agents were, and how their new team structure vs dedicated contacts has led to booking errors, mistakes, and the general feeling one gets when calling a remote call center that knows nothing about you.
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