AvailabilityShowappreciationWe’ll getit figuredout.Allset!ExceedexpectationsYou arewelcome,take care!I hearyou.No need toapologize.Let me takea look.RestateandclarifyHappyto help!Collaboration- we are allon the sameteamListenBuild arapportOne anddoneexperienceHelp a peer -they arecustomerstooI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.I understandthe issueand will helpus resolve itquickly.ToneLowcustomereffortOwnershipEmpathy – tryto see thingsfrom theagent/customerperspectiveI will behappy tohelp withthat.SayThankYouFocus onwhat we cando ratherthan whatwe can’tAvailabilityShowappreciationWe’ll getit figuredout.Allset!ExceedexpectationsYou arewelcome,take care!I hearyou.No need toapologize.Let me takea look.RestateandclarifyHappyto help!Collaboration- we are allon the sameteamListenBuild arapportOne anddoneexperienceHelp a peer -they arecustomerstooI know (theissue) isfrustrating, let’stake a look andsee what’s goingon.I understandthe issueand will helpus resolve itquickly.ToneLowcustomereffortOwnershipEmpathy – tryto see thingsfrom theagent/customerperspectiveI will behappy tohelp withthat.SayThankYouFocus onwhat we cando ratherthan whatwe can’t

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