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
"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