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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. 1. the sensation of an increase in temperature. 2. the energy producing such a sensation; it exists in the form of molecular or atomic vibration and may be transferred, as a result of a gradient in temperature. Symbol Q or q. 3. to become, or to cause to become, warmer or hotter.. a rise in temperature. 4. to cause to increase in temperature. Heat is associated with molecular motion, and is generated in various ways, including combustion, friction, chemical action, and radiation. The total absence of heat is absolute zero, at which all molecular activity ceases.