Customer
Spotlight
Customer
Spotlight
 AMERICAN EXPRESS Travel Related Companies |
| "When you want to
increase customer satisfaction, technical training is
easy. The quantum leap comes from improving employees'
attitudes," said Tommaso Zanzotto, president of
American Express Travel Related Services, in the Fortune
magazine article, "How to Get Customers to Love
You." American Express TRS had just completed
sending over 6,000 employees through TMI's program, Putting
People First. The article continues with Tommaso
attributing their success to Putting People First;
now, employees take on much more responsibility to
provide better service to external cardmembers as well as
internal employees.In Mexico,
American Express went from "great to excellent"
using the Putting People First approach. According
to Jim Radulski, Vice President of Human Resources, Putting
People First was the "glue that held it all
together," speaking of Amex's quality efforts. The
company continues to feel the positive benefits of the
program -- especially in the area of employee
involvement. They recently launched the second phase of
the program, Keeping People First. Jim Radulski said, Putting
People First should be "a major
cornerstone" for an organization's efforts at
continuous quality improvement. RESULTS: In the United States, American Express increased their customer satisfaction almost 10% in the six months after the program, according to Amex's Service Performance Monitor, a quarterly survey administered to 800 travelers. In Mexico, American Express won the 1990 Mexico National Quality Award, The Chairman's Award for Quality for TRS International, and the Latin American Regional President's Award for Quality and Profitability. |
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