{"id":41861,"date":"2025-09-09T17:57:13","date_gmt":"2025-09-09T15:57:13","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=41861"},"modified":"2025-09-09T17:58:16","modified_gmt":"2025-09-09T15:58:16","slug":"what-you-do-when-the-customer-reaches-the-ceo","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-you-do-when-the-customer-reaches-the-ceo\/","title":{"rendered":"What you do when the customer reaches the CEO?"},"content":{"rendered":"<p>In customer service it&#8217;s normal getting some complaints. That&#8217;s why most companies have procedures to manage them &#8211; in some cases with a specific area in charge for that (&#8216;complaints department&#8217;). What happens instead if the customer vents his frustration <strong>towards your top management?<\/strong>\u00a0 Well, whenever the customer reaches the CEO, you can forget about standard procedures because other factors prevail&#8230;.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=67661778&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>\ud83c\udfa7 Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro episode #46<\/li>\n<li>01:31 The usual procedure: the customer sends a &#8216;normal&#8217; complaint\u00a0<\/li>\n<li>04:15 What you do when the customer reaches the CEO?\u00a0<\/li>\n<li>04:57 &#8216;<em>Don&#8217;t panic, but&#8230;panic!&#8217; <\/em>When the pressure is high<\/li>\n<li>06:21 \ud83d\udca1 A customer&#8217;s complaint to the CEO: story of a hectic day\u00a0<\/li>\n<li>06:57 Too many departments involved for just 1 response<\/li>\n<li>09:55 Tip: Don&#8217;t waste time to craft the &#8216;perfect response&#8217;\u00a0<\/li>\n<li>12:19 Lessons learnt: fast responses, non-standard procedures and negotiation skills<\/li>\n<li>16:35 Drop me a line here: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>17:31 Learn more about my <em>Crisis Response<\/em> model<\/li>\n<li>17:49 Check all available services on CustomerServiceCulture.com<\/li>\n<li>18:25 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music<\/li>\n<li>18:63 Closing remarks &#8211; have great conversations!<\/li>\n<\/ul>\n<h2><strong>Hot links\u00a0<\/strong><\/h2>\n<ol>\n<li>Missed previous episode? Listen to &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/the-new-balance-after-a-rollercoaster-ai-year\/\">the new balance after an AI rollercoaster year<\/a>&#8216;<\/li>\n<li>Check out my Digital Customer Service <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting page<\/a><\/li>\n<li>Up-skill your customer service team with customized <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a><\/li>\n<li>Want to boost your next conference? <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">4 +1 cusatomized keynote speeches<\/a><\/li>\n<li>Read my book &#8216;<a href=\"https:\/\/amzn.to\/3MX8VAq\">The Power of Digital Conversations<\/a>&#8216;\u00a0<\/li>\n<li>Learn about the <a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>.<\/li>\n<li>\ud83c\udfa7 Subscribe to this podcast on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/li>\n<\/ol>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>When a customer reaches the CEO with a complaint, it becomes priority n\u00b01 for many company stake holders: customer service, marketing \/ PR department, HR and others. The question is: <strong>how quickly and effectively<\/strong> are you able to respond? One thing is sure, if you don&#8217;t have Crisis Response plan you&#8217;ll wast tons of time and energy.<\/p>\n<blockquote>\n<p>\ud83d\udc49 Want to know how to prevent that? <a href=\"https:\/\/customerserviceculture.com\/en\/contact-paolo\/\">Book an informal chat with me<\/a>.<\/p>\n<\/blockquote>\n<p>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n<p>.<\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Subscribe to the newsletter<\/a>.<\/p>\n\n\n<p>Have great conversations!<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In customer service it&#8217;s normal getting some complaints. That&#8217;s why most companies have procedures to manage them &#8211; in some cases with a specific area in charge for that (&#8216;complaints department&#8217;). What happens instead if the customer vents his frustration towards your top management?\u00a0 Well, whenever the customer reaches the CEO, you can forget about [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":41980,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[976,975,766,977,763],"class_list":["post-41861","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-complaint","tag-crisisresponse","tag-customers","tag-internal-processes","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What you do when the customer reaches the CEO? - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"When a customer reaches the CEO with a complaint, it becomes priority n\u00b01: how quickly and effectively are you able to respond?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/what-you-do-when-the-customer-reaches-the-ceo\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What you do when the customer reaches the CEO? 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