The “Feel, Felt, Found” Method for Empathy

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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.

The basic model for Feel, Felt, Found is:

Continue reading “The “Feel, Felt, Found” Method for Empathy”

4 Things Customer Service Agents Can Do to Convey Empathy to Customers

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In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem

My daughter and I were in New York. We’d spent the day sight-seeing, and back at the hotel, my daughter’s iPhone showed all of her photos as blurry – not just the photos she’d taken that day, but every picture on her phone.

To my 17-year old daughter, a problem with photos and her phone camera is catastrophic. It would have been easy for me to dismiss this as, “There are bigger things in life for you to worry about.” And that was my real temptation. But I could see she was distraught over this.

Empathy is putting yourself in another person’s place. Sensing their situation, from their perspective. It’s also discussing the things that are upsetting to the person, maybe coming up with ideas to get them out of the situation they’re in.

So, instead of dismissing my daughter’s photo problem as no big deal (because to me, it wasn’t a big deal), I chose empathy. Continue reading “4 Things Customer Service Agents Can Do to Convey Empathy to Customers”

This is How You Communicate Empathy to Customers

4 Attributes of Empathy

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is communicate your understanding.

When your customer is upset, or frustrated, you could communicate your understanding this way: Continue reading “This is How You Communicate Empathy to Customers”

20 Damn Good Ways to Express Empathy to a Customer

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When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I catalog ridiculously good empathy statements so that I can share them when I’m helping my clients with compassion.

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy expressions I’ve heard (and felt) to inspire them to come up with their own empathic responses. Let’s make believe you’re with me now, in a training session. I share with you 20 of the best empathic expressions I’ve heard. Here they are: Continue reading “20 Damn Good Ways to Express Empathy to a Customer”

Here’s a Training Activity for Empathy In Customer Service

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I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy, print off this exercise and facilitate a short discussion with your team.

Continue reading “Here’s a Training Activity for Empathy In Customer Service”

7 Things You Can Say to Demonstrate Empathy to Customers

How to Express Empathy

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

Continue reading “7 Things You Can Say to Demonstrate Empathy to Customers”