ExceedexpectationsI understandthe issueand will helpus resolve itquickly.I hearyou.Collaboration- we are allon the sameteamAllset!OwnershipHelp a peer -they arecustomerstooWe’ll getit figuredout.Happyto help!Empathy – tryto see thingsfrom theagent/customerperspectiveToneBuild arapportSayThankYouListenOne anddoneexperienceAvailabilityRestateandclarifyI will behappy tohelp withthat.Focus onwhat we cando ratherthan whatwe can’tNo need toapologize.Let me takea look.ShowappreciationLowcustomereffortYou arewelcome,take care!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.ExceedexpectationsI understandthe issueand will helpus resolve itquickly.I hearyou.Collaboration- we are allon the sameteamAllset!OwnershipHelp a peer -they arecustomerstooWe’ll getit figuredout.Happyto help!Empathy – tryto see thingsfrom theagent/customerperspectiveToneBuild arapportSayThankYouListenOne anddoneexperienceAvailabilityRestateandclarifyI will behappy tohelp withthat.Focus onwhat we cando ratherthan whatwe can’tNo need toapologize.Let me takea look.ShowappreciationLowcustomereffortYou arewelcome,take care!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.

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