H.E.A.T Model

What does each letter in HEAT stand for when we are talking about the HEAT Model for dealing with angry customers?

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List 4 key points to remember when 'Hearing them out'

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What actions are the people performing?

a

b

c

d

e

f

g

h

Nodding

Listening

Explaining

Talking

Eye Contact

Facing the client

Gesturing

Sitting with an open stance

By showing your client you ​ (a)   , you can begin to ​ (b)   the situation.

• understand
• defuse

List 5 Empathy Statements you think will be useful to remember:

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Why is it important to apologise to the client?

• To increase the company's profits.
• To avoid any further communication with the client.
• It is important to apologise to the client to acknowledge mistakes, rebuild trust, and demonstrate professionalism.
• To shift the blame onto the client.

Once you have H - E - A - it is time to T - ​ (a)   The customer will be ready to hear your ​ (b)   Tell the client what you will do to ​ (c)  

• take ownership.
• give up
• ignore it
• pass it on
• solution.
• fix the problem