In the Impossible to Please Customer scenario, which is NOT a good strategy?

Question

​​​​​​When she asks to speak to the CEO, put her on hold, and then come back on the phone and say in a deep voice, “This is the CEO.”
Inform her that you cannot give her a discount for a full year of service, but that you can offer whatever discount your company allows as a compromise
Brainstorm possible additional solutions to her real problem – she cannot contact emergency services – such as offering to forward her calls to a working number in the family or to a trusted neighbor’s phone number, or whatever other capabilities your company allows
If you cannot find a solution that works for her, escalate to a supervisor when she asks for the CEO

Answer 1

In the Impossible to Please Customer scenario, the strategy that is NOT a good approach is:

When she asks to speak to the CEO, put her on hold, and then come back on the phone and say in a deep voice, “This is the CEO.”

This tactic is misleading and unprofessional. It is likely to escalate the situation rather than resolve it, as it shows a lack of respect for the customer's concerns and can damage trust in the company. Instead, it’s more effective to communicate honestly and try to find a solution that addresses the customer’s needs.