OwnershipHelp a peer -they arecustomerstooWe’ll getit figuredout.ListenExceedexpectationsI hearyou.AvailabilityFocus onwhat we cando ratherthan whatwe can’tYou arewelcome,take care!I understandthe issueand will helpus resolve itquickly.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.One anddoneexperienceAllset!Collaboration- we are allon the sameteamRestateandclarifyLowcustomereffortBuild arapportHappyto help!ShowappreciationI will behappy tohelp withthat.No need toapologize.Let me takea look.ToneEmpathy – tryto see thingsfrom theagent/customerperspectiveSayThankYouOwnershipHelp a peer -they arecustomerstooWe’ll getit figuredout.ListenExceedexpectationsI hearyou.AvailabilityFocus onwhat we cando ratherthan whatwe can’tYou arewelcome,take care!I understandthe issueand will helpus resolve itquickly.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.One anddoneexperienceAllset!Collaboration- we are allon the sameteamRestateandclarifyLowcustomereffortBuild arapportHappyto help!ShowappreciationI will behappy tohelp withthat.No need toapologize.Let me takea look.ToneEmpathy – tryto see thingsfrom theagent/customerperspectiveSayThankYou

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