American Express is more popularly known for their credit card, however, there corporation is on a much larger scale. They are one of the best in complaint avoidance and handling, and they serve more than 60 million customers. Relationship Care was implemented from interacting with customers to find out about their perception in reference to behaviors of excellent service, as well as, inquiring their employees to find what they needed in order to do their best at work. Some of the characteristics to this program include: allowing customers to voice their concerns for as long as they need, employees having access to prior customer conversations to better handle situations, and employees building a personal relationship with customers through