I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.Allset!OwnershipListenYou arewelcome,take care!Happyto help!Build arapportWe’ll getit figuredout.ExceedexpectationsEmpathy – tryto see thingsfrom theagent/customerperspectiveLowcustomereffortHelp a peer -they arecustomerstooI understandthe issueand will helpus resolve itquickly.SayThankYouAvailabilityOne anddoneexperienceI will behappy tohelp withthat.Collaboration- we are allon the sameteamToneNo need toapologize.Let me takea look.RestateandclarifyFocus onwhat we cando ratherthan whatwe can’tShowappreciationI hearyou.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.Allset!OwnershipListenYou arewelcome,take care!Happyto help!Build arapportWe’ll getit figuredout.ExceedexpectationsEmpathy – tryto see thingsfrom theagent/customerperspectiveLowcustomereffortHelp a peer -they arecustomerstooI understandthe issueand will helpus resolve itquickly.SayThankYouAvailabilityOne anddoneexperienceI will behappy tohelp withthat.Collaboration- we are allon the sameteamToneNo need toapologize.Let me takea look.RestateandclarifyFocus onwhat we cando ratherthan whatwe can’tShowappreciationI hearyou.

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