can you say: it's my fault?


Joel Spolsky, Seven steps to remarkable customer service:

"Pretend you’re a puppeteer. The customer is yelling at the puppet. They’re not yelling at you. They’re angry with the puppet."

I can personally vouch for the power of "It's my fault." It gets all the find-someone-to-blame angst out of the way so quickly. "It'S my fault, I botched it. So now what can we do to get it sorted?"


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alles Bild, Text und Tonmaterial ist © Martin Spernau, Verwendung und Reproduktion erfordert die Zustimmung des Authors

Martin Spernau
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