the 3 F’s: Feel, Felt, Found

Handling Conflict over the Telephone –

Be especially aware of your tone of voice. More than ever, it needs to be pleasant, concerned, patient, informed and caring. Lower voices are perceived to be more mature, confident and in control.

Listen very carefully so you understand exactly what happened. Often the details can tell you just how deeply the Guest has been offended, and they can give you ideas for what action you need to take next.

Empathize with their feelings, regardless of whether or not you agree. You can still relate to the fact that they are feeling hurt, offended, or wronged in some way.

Propose a plan of action. Offer some next steps that may keep the Guest from having the problem in the future, or will at least let the Guest know that the appropriate people will be notified so it doesn’t happen again to anyone else. You could offer some kind of compensation, if it is warranted.

The 3 F’s: Feel, Felt, Found-
I understand how you could feel that way. Others have felt that way too, and they found, after an explanation, that guideline made sense.


About Poisematters

Lori is a recognized Protocol and Etiquette expert who received her training in 1997 from The Protocol School of Washington. Lori is certified and trained in International and Corporate Protocol and Etiquette instruction. Lori began her career with the Disneyland Resort in 1975 and has over 40 years of service with Walt Disney Parks & Resorts. In 2001, Lori Dominguez received the Orange County Tourism Council's Service Excellence award in the area of accommodations (Hotels). Lori continues teaching workshops on Protocol & Etiquette to local schools in Southern California including Cal State Fullerton, Cal State Long Beach and Cal Poly Pomona and Chapman University. She enjoys Fashion, blogging, being a dog mom, loves social media and travel. Her family includes two grown sons; a husband who is a high school biology teacher; and one very spoiled Bernese Mountain Dog.
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