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Old May 29, 17, 4:16 pm
FlyerTalk Evangelist, Moderator: American Express, Citi, Diners Club, Signatures
Join Date: Jun 2003
Location: Miami & London
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Originally Posted by pesos View Post
...explicitly told me she was not eligible bc...
This happens at all mass market businesses. The customer service agent is asked to explain an omission, and invents an explanation that incorporates a factual, but irrelevant, statement. It's unimportant.

There is no magic word that gets you past the frontline customer service agents. I sometimes ask, "Do you have the personal authority to award XXXXXX points during this call? No? May I speak with your manager." This can get me passed up a few levels, but eventually I reach a person who isn't going to transfer the call, and then it's a matter of staying calm and focused on results rather than explanations.

Best results are achieved during normal Eastern USA business hours, Tuesday - Friday. Avoid nights, weekends, holidays and the day after. Don't call (or Chat) when you are pressed for time.
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