Which method is useful to help calm a customer who is expressing strong emotions?

Using the feel, felt, found method is particularly effective for calming a customer experiencing strong emotions because it establishes empathy and connection. This method involves acknowledging the customer’s feelings, sharing a similar experience or understanding from someone else, and then revealing a positive outcome that others have experienced.

For instance, one might say, “I understand how you feel; others have felt the same way, but they found that by taking this step, their issue was resolved.” This validates the customer's emotions and shows them that they are not alone in their experience, ultimately fostering trust and providing reassurance.

In contrast, raising your voice for emphasis can escalate tensions rather than calm them. Ignoring concerns only leaves the customer feeling unheard and frustrated, while redirecting to another topic may be perceived as dismissive, failing to address their emotional state properly.