We’ll getit figuredout.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.Build arapportNo need toapologize.Let me takea look.SayThankYouI understandthe issueand will helpus resolve itquickly.RestateandclarifyHappyto help!Empathy – tryto see thingsfrom theagent/customerperspectiveYou arewelcome,take care!Allset!LowcustomereffortShowappreciationListenHelp a peer -they arecustomerstooAvailabilityFocus onwhat we cando ratherthan whatwe can’tI hearyou.OwnershipToneCollaboration- we are allon the sameteamExceedexpectationsOne anddoneexperienceI will behappy tohelp withthat.We’ll getit figuredout.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.Build arapportNo need toapologize.Let me takea look.SayThankYouI understandthe issueand will helpus resolve itquickly.RestateandclarifyHappyto help!Empathy – tryto see thingsfrom theagent/customerperspectiveYou arewelcome,take care!Allset!LowcustomereffortShowappreciationListenHelp a peer -they arecustomerstooAvailabilityFocus onwhat we cando ratherthan whatwe can’tI hearyou.OwnershipToneCollaboration- we are allon the sameteamExceedexpectationsOne anddoneexperienceI will behappy tohelp withthat.

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