AvailabilityToneLowcustomereffortHappyto help!ListenI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.OwnershipHelp a peer -they arecustomerstooRestateandclarifyI will behappy tohelp withthat.I hearyou.Empathy – tryto see thingsfrom theagent/customerperspectiveExceedexpectationsCollaboration- we are allon the sameteamYou arewelcome,take care!Focus onwhat we cando ratherthan whatwe can’tWe’ll getit figuredout.Allset!No need toapologize.Let me takea look.ShowappreciationBuild arapportI understandthe issueand will helpus resolve itquickly.SayThankYouOne anddoneexperienceAvailabilityToneLowcustomereffortHappyto help!ListenI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.OwnershipHelp a peer -they arecustomerstooRestateandclarifyI will behappy tohelp withthat.I hearyou.Empathy – tryto see thingsfrom theagent/customerperspectiveExceedexpectationsCollaboration- we are allon the sameteamYou arewelcome,take care!Focus onwhat we cando ratherthan whatwe can’tWe’ll getit figuredout.Allset!No need toapologize.Let me takea look.ShowappreciationBuild arapportI understandthe issueand will helpus resolve itquickly.SayThankYouOne anddoneexperience

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