Which technique is recommended for effectively dealing with upset customers?

Which technique is recommended for effectively dealing with upset customers?

• A. Listen, Analyze, Respond
• B. Feel, Felt, Why
• C. Apologize, Explain, Resolve
• D. Thank, Acknowledge, Act

Answer: (B)

Using the "Feel, Felt, Why" technique is highly effective in dealing with upset customers because it creates an emotional connection and demonstrates empathy. By addressing how the customer feels, you validate their emotions and show that you understand their concerns. The second step, "Felt," involves sharing that you recognize others have experienced similar feelings, which helps to normalize their experience and foster trust. Lastly, "Why" provides an opportunity to explain the reasoning behind the issue or how it can be resolved, guiding the customer towards a solution. This approach allows for a structured way to engage with upset customers, allowing them to feel heard and understood while guiding them towards a resolution. It emphasizes empathy and reassurance, which are crucial in de-escalating tension and fostering a positive customer experience.

Using the "Feel, Felt, Why" technique is highly effective in dealing with upset customers because it creates an emotional connection and demonstrates empathy. By addressing how the customer feels, you validate their emotions and show that you understand their concerns. The second step, "Felt," involves sharing that you recognize others have experienced similar feelings, which helps to normalize their experience and foster trust. Lastly, "Why" provides an opportunity to explain the reasoning behind the issue or how it can be resolved, guiding the customer towards a solution.

This approach allows for a structured way to engage with upset customers, allowing them to feel heard and understood while guiding them towards a resolution. It emphasizes empathy and reassurance, which are crucial in de-escalating tension and fostering a positive customer experience.