ExceedexpectationsListenCollaboration- we are allon the sameteamOne anddoneexperienceToneYou arewelcome,take care!We’ll getit figuredout.Build arapportEmpathy – tryto see thingsfrom theagent/customerperspectiveAvailabilityFocus onwhat we cando ratherthan whatwe can’tRestateandclarifyHelp a peer -they arecustomerstooAllset!I hearyou.Happyto help!OwnershipShowappreciationSayThankYouLowcustomereffortI will behappy tohelp withthat.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.I understandthe issueand will helpus resolve itquickly.No need toapologize.Let me takea look.ExceedexpectationsListenCollaboration- we are allon the sameteamOne anddoneexperienceToneYou arewelcome,take care!We’ll getit figuredout.Build arapportEmpathy – tryto see thingsfrom theagent/customerperspectiveAvailabilityFocus onwhat we cando ratherthan whatwe can’tRestateandclarifyHelp a peer -they arecustomerstooAllset!I hearyou.Happyto help!OwnershipShowappreciationSayThankYouLowcustomereffortI will behappy tohelp withthat.I know (theissue) isfrustrating, let’stake a look andsee what’s goingon.I understandthe issueand will helpus resolve itquickly.No need toapologize.Let me takea look.

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