A Quick Guide to the Feel, Felt, Found Approach Related Articles 15 Ways to Bring in the Feel-Good Factor The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer's Day Definition: Contact Centre Jargon and Terminologies Empathy Statements for Customer Service With Examples © Dmitry Demidovich - Shutterstock - 2178735027 965 Filed under - Customer Service Strategy, Call Handling, Empathy, Language, Soft Skills Have you heard of the Feel, Felt, Found approach? These words are often used together in the contact centre to help show empathy and move a call towards a positive conclusion. How to Use the Feel, Felt, Found Approach: An advisor can put these words together like so: “Mr Smith, I understand how you feel … many of our happiest customers felt the same way… however, what they found is…” Or when dealing with a difficult or angry customer, an advisor could use these positive words to turn a problem into a solution, like so: “Mr Smith, I can see why you feel like that. Something similar has happened to me before and I felt the same way. What I found was…, and I hope this will be the same for you, is…” Together, these words work well in creating positive phrases and giving the customer the support they need. For more great advice on call handling and the power of words, read these articles next: Top 50 Positive Words and Phrases – With Examples Empathy Statements for Customer Service – With AER Statement Examples Great Complimentary Words to Use in Customer Service Author: Robyn Coppell Published On: 3rd Feb 2023 Read more about - Customer Service Strategy, Call Handling, Empathy, Language, Soft Skills Recommended Articles 15 Ways to Bring in the Feel-Good Factor The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer's Day Contact Centre Jargon and Terminologies Empathy Statements for Customer Service With Examples Related Reports eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter