During a busy day in Member Services, one of our supervisors stepped in to support the team and assist members in the queue. A member was dealing with fraud on their Visa card and was understandably concerned. The member needed guidance on the dispute process and reassurance about their account security. What might seem like a routine interaction became an extraordinary experience.
The supervisor listened attentively, walked the member through each step of the process, and addressed the member’s concerns with patience, empathy, and genuine care. The member was “blown away” not only by the service but also with the authentic concern shown for their wellbeing and security. The member later shared that they had spent nearly 30 years at American Express in the service departments, and it “takes a lot to impress” them, but they were genuinely surprised by the level of service they received. By the end of the call, confidence and gratitude replaced the member’s initial worry and frustration. They left as a member for life, telling us they would share their experience with others.
This supervisor, who normally does not handle calls day to day, took it upon themselves to both assist the team when in need and lead by example through humility. Even on the busiest days, every call is an opportunity to listen, connect, and show members that we care about building relationships beyond just finances.
