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American Express: A new definition for superb customer service

More prestigious lifestyle experience than payment service, the impeccable personalised privileges enjoyed by American Express’ Centurion members and the trend-setting benefits for Blue Cash members redefine industry standards worldwide.

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“I have had over 30 credit cards over the years. The customer service offered by Centurion is the best … it provides incredible convenience” William Chak, Founder of Chak’s Co Limited

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Renowned Chinese antique specialist William Chak, founder of Chak’s Co Ltd, has been a Centurion Member for a dozen years. Mr Chak enjoys celebrity status in Mainland China: he is the chief antique appraiser on Beijing TV’s popular weekly show “Tianxia Shoucang” (World Collection), drawing tens of millions of viewers. World-class customer service is what he excels in. At the recent International Antiques Fair organised by his company, Mr Chak attentively listened to clients’ enquiries and gave detailed expert advice, while happily posing for snapshots with scores of fans. “A remarkable service provider should maintain a positive image and try his best in satisfying customers’ reasonable requests,” he says.

Mr Chak is a highly self-demanding individual: already a globally esteemed expert in his specialised field, he spent four years flying between Hong Kong and Beijing every week to pursue a Masters Degree in Chinese Archaeology at Peking University (considered the world’s best) in the early 2000s. He has equally exacting requirements for premium payment services. “I have had over 30 credit cards over the years. The customer service offered by Centurion is the best … it provides incredible convenience,” he notes.

To the select few, Centurion offers holistic card services which are now synonymous with prestige and the ultimate in lifestyle services: each Card Member is assigned a designated Relationship Manager delivering a comprehensive range of unrivalled personalised privileges. Travel, hotel and exclusive dining privileges are just a few benefits enjoyed by Centurion Members.

These personalised privileges complement Mr Chak’s jet-setter lifestyle. With an international clientele, he needs to entertain VIPs wherever he is. “Once we needed to throw a dinner party for an important client in Beijing at the last minute. Only the capital’s most exclusive restaurant would do. I immediately called my Centurion Relationship Manager who was in Hong Kong,” Chak recalls. “In no time, she came up with several options, which only welcome Centurion Members. After we decided on a restaurant, she helped us secure a table and arranged everything. We had a fabulous time.”

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