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October 24th, 2012

American Express, where’s my coffee?

I was filing an expense report for a recent work trip when I realized, oh, hey, a restaurant overcharged me… by a non-trivial amount, either.

My card is American Express and, historically, they’ve done a lot of things right. They did a pretty good job this time too: within the space of a phone call, the charge was put on hold and I was told – ultimately – that they would take care of everything and let me know what happens.

But the ending of the call was remarkable. The rep told me, “Mr. McAleer, I want to assure you we will take care of this for you. All you need to do is relax, have a cup of coffee, and let us do all of the work.”

Now, really, isn’t that a good way to end a phone call? It was, in fact.

Too bad that I couldn’t easily get the receipt to them, and it involved a frustrating website upload form. I think this could all be resolved with a cup of coffee.

Posted in Consumer Commentary

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