ToneExceedexpectationsI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.Empathy – tryto see thingsfrom theagent/customerperspectiveI will behappy tohelp withthat.Collaboration- we are allon the sameteamSayThankYouBuild arapportAvailabilityListenFocus onwhat we cando ratherthan whatwe can’tAllset!One anddoneexperienceLowcustomereffortHelp a peer -they arecustomerstooNo need toapologize.Let me takea look.Happyto help!ShowappreciationWe’ll getit figuredout.OwnershipI hearyou.You arewelcome,take care!RestateandclarifyI understandthe issueand will helpus resolve itquickly.ToneExceedexpectationsI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.Empathy – tryto see thingsfrom theagent/customerperspectiveI will behappy tohelp withthat.Collaboration- we are allon the sameteamSayThankYouBuild arapportAvailabilityListenFocus onwhat we cando ratherthan whatwe can’tAllset!One anddoneexperienceLowcustomereffortHelp a peer -they arecustomerstooNo need toapologize.Let me takea look.Happyto help!ShowappreciationWe’ll getit figuredout.OwnershipI hearyou.You arewelcome,take care!RestateandclarifyI understandthe issueand will helpus resolve itquickly.

CE Best Practices - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Tone
  2. Exceed expectations
  3. I know (the issue) is frustrating, let’s take a look and see what’s going on.
  4. Empathy – try to see things from the agent/customer perspective
  5. I will be happy to help with that.
  6. Collaboration - we are all on the same team
  7. Say Thank You
  8. Build a rapport
  9. Availability
  10. Listen
  11. Focus on what we can do rather than what we can’t
  12. All set!
  13. One and done experience
  14. Low customer effort
  15. Help a peer - they are customers too
  16. No need to apologize. Let me take a look.
  17. Happy to help!
  18. Show appreciation
  19. We’ll get it figured out.
  20. Ownership
  21. I hear you.
  22. You are welcome, take care!
  23. Restate and clarify
  24. I understand the issue and will help us resolve it quickly.