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The HEAT principle is an acronym for: H-Hear them out. E-Empathize. A-Apologize; and. T-Take action. HEAR THEM OUT. Once the customer vents his dissatisfaction, an agent we should hear them out. Whether it is in the manner being angry and rude, an agent should just let the customer express all he wants to say.ost of the time, the customer service agents who are the frontline in absorbing these complaints bear the brunt of the customer's anger and discontent. The agents become the shock absorbers of the company.
Heat Stoke Facts. 1  Heat stroke is a condition where the body's cooling mechanisms are overcome by heat resulting in a high core heat usually above 104 F or 40 C in adults, and 105 F or 40.5 C in children; and accompanied by mental status changes; heat stoke is a medical emergency.