What are the three F's and how can they be used to disarm the upset customer?

Feel, Felt, Found

The 3 F's are a skeleton on which to hang the rest of your response. This technique acknowledges the customer's feelings and offers an explanation in a way she can listen to:

"I understand how you could feel that way.

Others have felt that way too.

And then they found, after an explanation, that this policy protected them, so it made sense." See the related link for more information.