CHAPTER 61
Let Upset Customers Punch Themselves Out
One of the most powerful pieces of customer service advice I can give you for dealing with irritated, upset, or even angry customers is also one of the most simple: Let them punch themselves out. Punching oneself out is a phrase taken primarily from boxing but is used in many martial arts. It refers to when a fighter punches an opponent until he can’t punch anymore. The fighter spends all of his energy, doesn’t put his opponent away, and as a result has nothing left in the “tank” to attack further.
An upset customer can be remarkably similar. When he comes at you, he’s usually full of energy and ready for battle. He has something he needs to get off his chest, and you’re going to be the one ...
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