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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.
  em heat stands for emergency heat, when the temperature drops below a certain point this will allow your heat strips to kick in, you can also switch at any time to eme â¦ rgency heat and the heat strips will kick in, this however, allows the system to run like you have an electric heat/cool unit vs. a heat pump.