12 Questions
What does the HEAT model stand for in customer service?
Hear them Out, Empathise, Apologise and Take Ownership
What is the importance of the HEAT model in customer service?
It helps to manage angry customers
What other training is recommended for dealing with angry customers?
Communication skills training
What is the first step in the HEAT model?
Hear them Out
What is the purpose of the Empathise step in the HEAT model?
To understand the customer's perspective
What does the Apologise step in the HEAT model involve?
Sincerely expressing regret for the issue
What is the final step in the HEAT model?
Take Ownership
What is the recommended approach for dealing with difficult customers in a retail setting?
Use the HEAT model
What is the importance of resilience training in customer service?
It helps to reduce employee turnover
What is the purpose of the HEAT model?
To manage angry customers
What is the recommended approach for dealing with angry customers in a customer service role?
Use the HEAT model
What is the recommended approach for dealing with difficult customers in a retail setting?
Use the HEAT model
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