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WorksheetsH.E.A.T Model
Total questions: 7
Worksheet time: 14mins
Name
Class
Date
1.
What does each letter in HEAT stand for when we are talking about the HEAT Model for dealing with angry customers?
4 lines
2.
List 4 key points to remember when 'Hearing them out'
4 lines
3.
What actions are the people performing?
Talking
Listening
Gesturing
Sitting with an open stance
Nodding
Eye Contact
Facing the client
Explaining
a
b
c
d
e
f
g
h
a)
b)
c)
d)
e)
f)
g)
h)
4.
By showing your client you (a) , you can begin to (b) the situation.
Choose from the below words
understand
defuse
5.
List 5 Empathy Statements you think will be useful to remember:
4 lines
6.
Why is it important to apologise to the client?
a)
To increase the company's profits.
b)
To avoid any further communication with the client.
c)
It is important to apologise to the client to acknowledge mistakes, rebuild trust, and demonstrate professionalism.
d)
To shift the blame onto the client.
7.
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)
Choose from the below words
take ownership.
give up
ignore it
pass it on
solution.
fix the problem
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