What is the feel, felt, why technique used for?

The feel, felt, why technique is primarily used for handling difficult customers. This method involves a three-step approach to empathize with the customer's feelings, relate through shared experiences, and then guide them towards a resolution or understanding.

The first part, "feel," acknowledges the customer's emotions, helping them feel heard and validated. The second part, "felt," shares that others have had similar feelings, creating a sense of connection and understanding. Lastly, "why," moves the conversation towards solutions or a rationale that can alleviate the customer's concerns, providing them with clarity and encouraging a more positive interaction.

While gathering customer feedback, providing product recommendations, and improving employee morale are important business aspects, they do not primarily rely on the nuanced empathy and relationship-building that the feel, felt, why technique offers. This technique is distinctly effective in easing tensions and resolving conflicts with customers by creating a supportive dialogue.