SayThankYouYou arewelcome,take care!ListenNo need toapologize.Let me takea look.AvailabilityI hearyou.ExceedexpectationsLowcustomereffortAllset!Happyto help!We’ll getit figuredout.I will behappy tohelp withthat.Collaboration- we are allon the sameteamBuild arapportToneHelp a peer -they arecustomerstooI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.I understandthe issueand will helpus resolve itquickly.One anddoneexperienceFocus onwhat we cando ratherthan whatwe can’tShowappreciationEmpathy – tryto see thingsfrom theagent/customerperspectiveOwnershipRestateandclarifySayThankYouYou arewelcome,take care!ListenNo need toapologize.Let me takea look.AvailabilityI hearyou.ExceedexpectationsLowcustomereffortAllset!Happyto help!We’ll getit figuredout.I will behappy tohelp withthat.Collaboration- we are allon the sameteamBuild arapportToneHelp a peer -they arecustomerstooI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.I understandthe issueand will helpus resolve itquickly.One anddoneexperienceFocus onwhat we cando ratherthan whatwe can’tShowappreciationEmpathy – tryto see thingsfrom theagent/customerperspectiveOwnershipRestateandclarify

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