Customer Service Training TIps

Embracing Your Critics

When you disagree with a customer or co-worker, consider using the “feel, felt, found” formula, created by Ron Willingham. The way it works is that you respond to the other person’s opinion with, “I know how you feel, I felt the same way. And then what I found was… (then explain how you arrived at your conclusion).” “Feel, felt, found” enables you to redirect another person without harming their pride.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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