What you do when the customer reaches the CEO?

In customer service it’s normal getting some complaints. That’s why most companies have procedures to manage them – in some cases with a specific area in charge for that (‘complaints department’). What happens instead if the customer vents his frustration towards your top management? Well, whenever the customer reaches the CEO, you can forget about standard procedures because other factors prevail….

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Highlights

00:03 Intro episode #46
01:31 The usual procedure: the customer sends a ‘normal’ complaint
04:15 What you do when the customer reaches the CEO?
04:57 ‘Don’t panic, but…panic!’ When the pressure is high
06:21 💡 A customer’s complaint to the CEO: story of a hectic day
06:57 Too many departments involved for just 1 response
09:55 Tip: Don’t waste time to craft the ‘perfect response’
12:19 Lessons learnt: fast responses, non-standard procedures and negotiation skills
16:35 Drop me a line here: paolo@customerserviceculture.com
17:31 Learn more about my Crisis Response model
17:49 Check all available services on CustomerServiceCulture.com
18:25 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
18:63 Closing remarks – have great conversations!

Hot links

Missed previous episode? Listen to ‘the new balance after an AI rollercoaster year‘
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Read my book ‘The Power of Digital Conversations‘
Learn about the Customer Culture Academy.
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Over to you

When a customer reaches the CEO with a complaint, it becomes priority n°1 for many company stake holders: customer service, marketing / PR department, HR and others. The question is: how quickly and effectively are you able to respond? One thing is sure, if you don’t have Crisis Response plan you’ll wast tons of time and energy.