Give us an example of one of the most difficult calls you've had.

What happened and what did you do?

“American Express Plenti Rewards program”

My most difficult call was “The client called in missing points for their rewards program card. The
customer’s phone number was linked to another card and their credit card was linked to a different
card. I had to gather all the receipts/transactions. As I was gathering the information, I asked my
supervisor if I need to gather all receipts. I had advised him that it was more than a years’ worth of
transactions. He stated “Gather all the receipts” I ended up finding the other account and ended up
merging both accounts together. The customer stated to me that she spoke with various supervisors and
they couldn’t assist her on locating the other account. She also stated how she wished that she should
have contacted me before. That I was the only one that took the time to find the account, merged them
and now she had access to her points to use.

What scenarios do you think are acceptable to stop trying to save a customer or to continue pursuing a
sale?

I had little time in sales/upgrades/retention.

The scenarios that I think we stop pursuing a sale is when we tried a few times and they keep saying no.

What top three learning points have you learned while servicing in a call center?

The top three learning points from my perspective is active listening, empathy, and effective
communication.

Learn how to interact with customers, address their concerns, and provide solutions in a professional
and friendly manner.

Assess situations quickly, identify the root causes of problems, and provide appropriate solutions. Time
management and multitasking skills.