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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 pump in American English. a device for cooling or warming an enclosed space by removing heat from interior air and transferring it out, or by absorbing heat from outdoor air, or from a hot-water source, and transferring it in.