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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.
By Adam Toporek. Adam Toporek is the author of Be Your Customerâs Hero: Real-World Tips & Techniques for the Service Front Lines, as well as the founder of the popular Customers That Stick (TM) blog and co-host of the Crack the Customer Code podcast. think the clarification I would make is that âcustomer serviceâ is the most, generic and common of the terms because it is the name of the industry â like marketing or advertising. In that sense, I donât think I can run around the term too much.