The HEAT principle

The most difficult part of customer service is dealing with clients' complaints. Often this is where customer service agents fail. This is precisely because customer complaints often lead to a failure of the company or the product or service. When companies advertise their products or services, some promise to customers that their products or services benefit and / or meet customers' needs. If this promise is pampered, this will lead to a dissatisfaction of the client. Mostly, customer service agents who are primarily absorbing these complaints are the serious consequences of the client's anger and dissatisfaction. The agents became the "shock absorbers" of the company. So how do I handle customer service agents? This topic discusses strategies to help client agents better handle these complaints from clients. This is called the HEAT principle. The HEAT principle is abbreviated as follows:

H – Listen to them

E – Empathize

A – Sorry! and


When the client releases his dissatisfaction, we need to listen to an agent. Regardless of how angry and rough it is, an agent must only have the client express what he wants to say. Sometimes customers are more frustrated when they meet in a meeting with agents. The strategy here is for agents to let customers quench their anger at his command. But agents need to keep an eye on their customers while they are unhappy with their dissatisfaction. The agent must leave the customer's arguments. In this way, customers feel that they are seriously hearing their complaint.

Agents acknowledge the details of the complaint to show customers their sincerity in solving the complaint. More often than not, customers who feel that agents feel honest, however angry they are, tend to multiply their anger.


After listening to your client's complaint and exiting his anger, this is when the agent answers with empathy. At this stage, the agent must let the customer feel that he understands the client's position. And he regrets that he empathizes with the discomfort caused by dissatisfaction. Empathizing simply puts the agent's shoes on the customer. It's as if the agent felt the same discomfort and dissatisfaction as the customer had gone through. In this way, the client feels that he is not "alone" in his position and feeling of dissatisfaction, and that someone understands the inconvenience he or she is going through. At this point, the client is willing to create a "contact" with the agent as he feels the agent is trustworthy and honest. The anger of the clients at this point has calmed down and calms down.


When the agent was able to eliminate the anger of the client, he must apologize sincerely. You must feel sorry for all the inconvenience and the inconvenience caused by dissatisfaction. The strategy is here when the agent apologizes; it seems that the agent is part of the "discomfort" caused to the client. That is, the apology is "ownership" and "accountability". The agent does not have to blame other members of the company for the problem, but the "own" problem. At this moment, the client feels he is talking to the right person about his complaint. And you do not have to talk to other people to resolve your complaint. In this way, the loss stops at the agent and the complaint is handy.


Finally, making the complaint is the most appropriate. Once you have received all the details of the problem, it is time to act and resolve the customer complaint. The strategy here is to commit the client to his complaint and to resolve it as soon as possible. However, it is important to note that, in the case of simple complaints, the agent may impose a deadline for handling the complaint.

On the other hand, in case of a more complex problem, the agent should never commit any time frame. This is the management of the customer's expectations. However, the customer must be required to provide feedback on whether the complaint has been solved or not. This means at least that the customer knows the state of the complaint. In this way, the client may note that the agent has been authorized to resolve any complaints. You will feel that your client has really brought his complaint to the right people who can solve it.

Source by sbobet

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