American Express Canada Wins International Service Award for the Second Year Running

The International Council of Customer Service Organization names World Service Toronto, American Express Canada, the winner of the 2011 International Service Excellence Award- "Best of the Best"

MARKHAM, ON, Jan. 30, 2012 /CNW/ - For the second consecutive year, American Express Canada has been named a winner of the International Service Excellence Award. In 2010, the company won in the Division of Large Company category, and this year they've been recognized as the Best of the Best. This award is presented annually by the Customer Service Institute of America (CSIA) and the International Council of Customer Service Organization (ICCSO), who recognize companies, governments, and not-for-profit organizations that stand out globally for their commitment to service excellence.

"Exceptional customer service has always been a cornerstone of American Express and we are delighted to be recognized as Best of the Best among the finest international service providers," said Andrew Carlton, General Manager and Vice President, World Service, American Express Canada. "I am extremely proud of our team. This award is a true testament to the quality of our people and their continued commitment and passion to delivering extraordinary customer service."

American Express Canada makes it a priority to continuously invest in initiatives dedicated to reinventing customer service. Over the past few years, Relationship CareSM, a service ethos that focuses on deepening customer relationships and creating emotional connections rather than just transacting, has been at the forefront of these investments. Since the introduction of Relationship CareSM, the company says it has seen a marked lift in its customer engagement and service satisfaction.

"We have taken a novel approach to customer care by listening to our customers and using their feedback to not only reward our service professionals, but coach them with updated resources and training practices," continues Carlton. "We've also changed how we approach hiring new talent, ensuring that the way we engage our employees and develop our processes aligns directly with customer feedback."

The International Service Excellence Awards (ISEA), managed by the Customer Service Institute of America (CSIA), are a top customer service award that nominates leading customer service organizations and individuals around the world in a variety of categories to recognize their commitment to customer service excellence.

"World Service Toronto clearly stood above the competition this year. This was an extremely challenging year, as the ISEA entrant pool increased dramatically, both in number of submissions and quality of organizations," said Christine Churchill, Executive Director, Customer Service Institute of America. "The amazing thing about World Service Toronto is that the entire team knows what exceptional service means and goes out of their way to deliver it. The ability to be the best for their customers is in their blood, not something they are being instructed to do."

About American Express in Canada

American Express in Canada operates as Amex Bank of Canada and Amex Canada Inc. Both are wholly owned subsidiaries of the New York based American Express Travel Related Services Company, Inc., the largest operating unit of the American Express Company. Amex Bank of Canada is the issuer of American Express charge and credit cards, with outstanding products like the American Express(r) Gold Rewards Card, and the American Express(r) AeroplanPlus(r) Gold Card. Amex Canada Inc. operates the Corporate Travel and Travellers Cheques divisions in Canada. American Express opened its first offices in Toronto and Hamilton in 1853 and now employs 3,700 Canadians coast-to-coast. For more information, visit AmericanExpress.ca or connect with us at Facebook.com/AmericanExpressCanada and YouTube.com/AmericanExpressCAD.

About Customer Service Institute of America

The Customer Service Institute of America (CSIA) is the professional body of choice for customer service leaders across the US. The Institute has the exclusive North American rights to distribute the International Customer Service Standard (ICSS) and certify Organizations against the Standard. www.serviceinstitute.com


SOURCE American Express

For further information:

Amanda Frehr-Smith, Communications Coordinator
American Express Canada
905-474-8747
Amanda.frehr-smith@aexp.com

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