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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.
Definition of heat. 1  intransitive verb. 2  1 : to become warm or hot water heating in a kettle. 3  2 : to start to spoil from heat.  transitive 1  verb. 1 : to make warm or hot heat a can of soup heat the oven to 350 degrees.  2 : excite were heated by his stirring words.