Subject: Nalin shah Passage
From: Ashish Dabral <[email-masked]>
To: shefali magan <[email-masked]>
Date: Thu, 3 Mar 2016 14:41:23 +0530 (IST)

I agree with the above statement as a customer service agent or executive is the face of the company. It is true. Whenever a customer calls, the person who attend the customer is always an executive because he or she is aligned for the same. The executive should be professional enough to handle the call. He or she must be courteous,confident and very polite throughout the call. As per my experience I use to apply HEAT theory during calls in my previous organizations. Whenever a customer calls who is irate or not happy, this is the master theory. 
H-Hear the customer 
E- Empathize 
A- Apologize 
T- take action 

This is how every customer should be treated in every customer centric organization.