What does the feel, felt, why technique help with?

The feel, felt, why technique is a powerful communication method used in customer service and sales to express empathy and build rapport with customers. This technique works by validating the customer's feelings and experiences. When you acknowledge that you understand how they feel, it not only shows that you are listening but also fosters a connection.

After expressing understanding through shared feelings, the technique introduces a “felt” component, where you explain how others have had similar experiences. This not only normalizes their concerns but also reassures them that they are not alone in their feelings. Lastly, the “why” aspect typically involves providing a rationale for the situation or concern at hand, which can help clarify misunderstandings.

By using this technique, representatives can de-escalate tensions and demonstrate that they are invested in finding a solution, thereby enhancing the customer's experience. This empathic approach effectively transforms a potentially negative interaction into a positive one by showing genuine concern for the customer's feelings.