HEARD Model

HEARD is the Chick-fil-A brand’s dissatisfied Customer recovery model. It provides a simple, effective way to serve the vast majority of dissatisfied Customers. The acronym HEARD emphasizes the importance of empathy with Customers and delighting them in the process.

H – Hear (Clarify to understand, listen intently and focus on the Customer).
E – Empathize (Demonstrate caring body language, validate their complaint, feel their concern).
A – Apologize (Communication that a resolution will be reached, focus on the main issue, say you're sorry).
R – Resolve (Thank the Customer, solve the problem, own the issue).
D – Delight (Be personal, proactive, and generous).

"Nearly every moment of every day, we have the opportunity to give something to someone else - our time, our love, our resources." -S. Truett Cathy

Team Members are the true “hands and heart” of the Winning Hearts Every Day Strategy. How will you seize the moment?

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