There's the old but true "never take a No from someone who doesn't have the authority to say Yes." So in most situations, the CEO wouldn't be helping, thus the customer service agents should have some authority. I've worked in a call center, I know the kind of BS that's pushed. Everyone just says what needs to be said to get the sale or get the customer off the phone (if it's a problem).
As an aside, I once had a problem with my Citibank and I found a little known 'elite team' of Citibank people who called me in a foreign country, on my cell phone, within minutes of me contacting them via email and resolved my problem in about 2 minutes flat. And they reversed charges I felt I shouldn't have had in the first place.
As an aside, I once had a problem with my Citibank and I found a little known 'elite team' of Citibank people who called me in a foreign country, on my cell phone, within minutes of me contacting them via email and resolved my problem in about 2 minutes flat. And they reversed charges I felt I shouldn't have had in the first place.