What is the first step in the HEART service model?

The first step in the HEART service model is to empathize. Empathy is crucial in service because it allows the service provider to understand and connect with the customer’s feelings and experiences. By empathizing, the service provider can recognize the needs and emotions of the customer, which is foundational for building rapport and trust. This understanding enables the service provider to communicate effectively and respond appropriately to the customer's situation.

In contrast, the other elements of the model, such as helping, adapting, and thanking, are built upon that foundational empathetic connection. Helping or assisting the customer comes after understanding their needs, adapting involves being flexible in response to the customer's unique situation, and thanking is a final touchpoint that reinforces the positive interaction. Each of these subsequent steps relies on having first engaged with the customer empathetically to ensure their needs are genuinely met.