This is another behavioral question aimed at assessing your comfort level in a customer facing role, and how effectively you'll represent American Express. As they state on the careers page on their website; "It takes great people to back our customers every day. We back our customers and support our communities. Discover how we back each other. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible--and we're proud to back each other every step of the way." So when formulating your answer, consider that brand loyalty is earned. As American Express states, they see their customers as part of their community. Think about AMEX's offerings, and how they aim to improve the lives of their customers in their own unique way.

When listing your cons, try to remain emotionally mature and positive. Not everyone has realistic expectations, and sometimes, no matter how hard you try to help a customer or solve their issues with them, there is little you can do. Sometimes company policies tie your hands from giving into unrealistic expectations. But your attitude should be the aim of your answer. Empathy, compassion, active listening and validation can go a long way here.