AvailabilityI hearyou.One anddoneexperienceRestateandclarifyListenAllset!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.ToneYou arewelcome,take care!Help a peer -they arecustomerstooLowcustomereffortSayThankYouEmpathy – tryto see thingsfrom theagent/customerperspectiveI understandthe issueand will helpus resolve itquickly.Happyto help!ExceedexpectationsCollaboration- we are allon the sameteamBuild arapportWe’ll getit figuredout.I will behappy tohelp withthat.Focus onwhat we cando ratherthan whatwe can’tOwnershipNo need toapologize.Let me takea look.ShowappreciationAvailabilityI hearyou.One anddoneexperienceRestateandclarifyListenAllset!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.ToneYou arewelcome,take care!Help a peer -they arecustomerstooLowcustomereffortSayThankYouEmpathy – tryto see thingsfrom theagent/customerperspectiveI understandthe issueand will helpus resolve itquickly.Happyto help!ExceedexpectationsCollaboration- we are allon the sameteamBuild arapportWe’ll getit figuredout.I will behappy tohelp withthat.Focus onwhat we cando ratherthan whatwe can’tOwnershipNo need toapologize.Let me takea look.Showappreciation

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Availability
  2. I hear you.
  3. One and done experience
  4. Restate and clarify
  5. Listen
  6. All set!
  7. I know (the issue) is frustrating, let’s take a look and see what’s going on.
  8. Tone
  9. You are welcome, take care!
  10. Help a peer - they are customers too
  11. Low customer effort
  12. Say Thank You
  13. Empathy – try to see things from the agent/customer perspective
  14. I understand the issue and will help us resolve it quickly.
  15. Happy to help!
  16. Exceed expectations
  17. Collaboration - we are all on the same team
  18. Build a rapport
  19. We’ll get it figured out.
  20. I will be happy to help with that.
  21. Focus on what we can do rather than what we can’t
  22. Ownership
  23. No need to apologize. Let me take a look.
  24. Show appreciation