No need toapologize.Let me takea look.AvailabilityYou arewelcome,take care!LowcustomereffortHappyto help!I hearyou.RestateandclarifySayThankYouFocus onwhat we cando ratherthan whatwe can’tI will behappy tohelp withthat.Build arapportOwnershipEmpathy – tryto see thingsfrom theagent/customerperspectiveExceedexpectationsCollaboration- we are allon the sameteamAllset!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.ToneListenHelp a peer -they arecustomerstooOne anddoneexperienceWe’ll getit figuredout.I understandthe issueand will helpus resolve itquickly.ShowappreciationNo need toapologize.Let me takea look.AvailabilityYou arewelcome,take care!LowcustomereffortHappyto help!I hearyou.RestateandclarifySayThankYouFocus onwhat we cando ratherthan whatwe can’tI will behappy tohelp withthat.Build arapportOwnershipEmpathy – tryto see thingsfrom theagent/customerperspectiveExceedexpectationsCollaboration- we are allon the sameteamAllset!I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.ToneListenHelp a peer -they arecustomerstooOne anddoneexperienceWe’ll getit figuredout.I understandthe issueand will helpus resolve itquickly.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.


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