What technique is suggested for dealing with upset customers?

The technique of "Feel, Felt, Why" is centered around empathy and validation, which are key elements in effectively addressing the concerns of upset customers. This approach begins with acknowledging the customer's feelings by expressing understanding (Feel), which can help the customer feel heard and valued. Next, sharing that others have felt the same way (Felt) creates a sense of camaraderie and shows that the situation is not isolated, making the customer feel less alone in their frustration. Finally, explaining the reasons behind the situation (Why) provides clarity and context, helping the customer understand what happened and how it will be resolved. This three-step technique fosters a constructive dialogue and can significantly enhance customer satisfaction by addressing emotional needs and providing clear communication.

Other techniques, while they may have their own merits, do not encompass the same level of empathetic resonance and understanding as the "Feel, Felt, Why" strategy does.