The CC approach was something he taught me to use under 2 scenarios: The initial interactions with customer service directly (which was to always be polite and

The CC approach was something he taught me to use under 2 scenarios: The initial interactions with customer service directly (which was to always be polite and professional) had failed, and you felt you were still in the right or They had been rude or dismissive toward your complaints, or offered no feedback whatsoever. You never open with that, as you then have nothing to escalate to when things don't turn out well