Which step is not part of the feel, felt, found method?

The feel, felt, found method is a communication technique used to empathize with customers and address their concerns effectively. The method consists of three primary steps: expressing empathy by acknowledging the customer's feelings, sharing a similar experience or story to create a connection, and explaining what has worked for others in similar situations.

Offering a refund as a first option does not align with the structure of the feel, felt, found method. This approach focuses on emotional connection and understanding, rather than immediately providing a monetary solution. By initiating the conversation with empathy and shared experiences, you build rapport and trust, which can lead to a more satisfying resolution tailored to the customer's needs.

In contrast, expressing empathy and sharing a personal story help create an emotional bond, making the customer feel heard and understood. Explaining what has worked for others further reinforces the idea that the issue can be resolved, but in a supportive and non-confrontational manner. Thus, the feel, felt, found method is more about guiding the customer through their feelings and providing reassurance than jumping straight to offering a refund.