The 3 F’s

The 3 F’s
Holy Feel, Felt, Found. Batman! When I was young and first introduced into the customer service world, I was taught that the best way to deal with an angry or difficult customer is to simply respond with the feel, felt, found method. If you’ve never heard of this method I will explain it here. This is how it goes: the customer calls in and has a major issue with a limo. Maybe the limo air conditioning didn’t work. The customer complains on and on about the AC not working. I respond Gee, Mrs. Jones. I’m sorry that you feel this way. I have heard of other customers who have dealt with this w...
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