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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.
The energy that is lost by the coffee and the mug is being transferred to the colder surroundings. We refer to this transfer of energy from the coffee and the mug to the surrounding air and countertop as heat. In this sense, heat is simply the transfer of energy from a hot object to a colder object.