OwnershipBuild arapportAvailabilityI hearyou.We’ll getit figuredout.RestateandclarifyI will behappy tohelp withthat.ExceedexpectationsI understandthe issueand will helpus resolve itquickly.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.LowcustomereffortListenFocus onwhat we cando ratherthan whatwe can’tCollaboration- we are allon the sameteamAllset!No need toapologize.Let me takea look.ToneOne anddoneexperienceShowappreciationHelp a peer -they arecustomerstooEmpathy – tryto see thingsfrom theagent/customerperspectiveYou arewelcome,take care!Happyto help!SayThankYouOwnershipBuild arapportAvailabilityI hearyou.We’ll getit figuredout.RestateandclarifyI will behappy tohelp withthat.ExceedexpectationsI understandthe issueand will helpus resolve itquickly.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.LowcustomereffortListenFocus onwhat we cando ratherthan whatwe can’tCollaboration- we are allon the sameteamAllset!No need toapologize.Let me takea look.ToneOne anddoneexperienceShowappreciationHelp a peer -they arecustomerstooEmpathy – tryto see thingsfrom theagent/customerperspectiveYou arewelcome,take care!Happyto help!SayThankYou

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