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.
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