You arewelcome,take care!ExceedexpectationsHelp a peer -they arecustomerstooSayThankYouFocus onwhat we cando ratherthan whatwe can’tI will behappy tohelp withthat.RestateandclarifyListenI understandthe issueand will helpus resolve itquickly.Empathy – tryto see thingsfrom theagent/customerperspectiveNo need toapologize.Let me takea look.Collaboration- we are allon the sameteamWe’ll getit figuredout.ToneOne anddoneexperienceShowappreciationOwnershipBuild arapportAvailabilityI hearyou.LowcustomereffortHappyto help!Allset!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.You arewelcome,take care!ExceedexpectationsHelp a peer -they arecustomerstooSayThankYouFocus onwhat we cando ratherthan whatwe can’tI will behappy tohelp withthat.RestateandclarifyListenI understandthe issueand will helpus resolve itquickly.Empathy – tryto see thingsfrom theagent/customerperspectiveNo need toapologize.Let me takea look.Collaboration- we are allon the sameteamWe’ll getit figuredout.ToneOne anddoneexperienceShowappreciationOwnershipBuild arapportAvailabilityI hearyou.LowcustomereffortHappyto help!Allset!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.

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