Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method is it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers.
The Feel, Felt, Found method is easy to use.
First, you let the customer know you can relate to how they feel.
Then, you explain to your customer that you’ve had other customers who have felt the same way. This helps your customer to realize two things: first, that you get how they are feeling and also, that they aren’t alone. Other customers have been where they are.
And finally, you tell the customer what you, or other customers, have found to work in this situation. This is where you offer empathy and a possible solution, all in one.