*“Great news!This is on AskService Ops.That is a greattool, I love it (:”RestateandclarifyI can absolutelyprocess thatrequest for youAGENT NAMEUse positivewords: I'll behappyto...review, takecare of, etc...for you LowcustomereffortShowappreciationFocus onwhat we cando ratherthan whatwe can’tIunderstandI understandyou wanted todo XYZ, giveme X minutesto process thatfor youListen tohear whatthe agentis sayingSilenceis notgoldenI canhelp youwith thatEmpathyOwnershipSincere,positivetoneProfessionalismI canresolvethe issuefor youAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsEndinteractionaffirming whatwas done andnext stepsCollaboration- we are allon the sameteamThankyou foryourpatienceOne callresolutionEfficiencyPreemptivelyacknowledgehold times*“Great news!This is on AskService Ops.That is a greattool, I love it (:”RestateandclarifyI can absolutelyprocess thatrequest for youAGENT NAMEUse positivewords: I'll behappyto...review, takecare of, etc...for you LowcustomereffortShowappreciationFocus onwhat we cando ratherthan whatwe can’tIunderstandI understandyou wanted todo XYZ, giveme X minutesto process thatfor youListen tohear whatthe agentis sayingSilenceis notgoldenI canhelp youwith thatEmpathyOwnershipSincere,positivetoneProfessionalismI canresolvethe issuefor youAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsEndinteractionaffirming whatwas done andnext stepsCollaboration- we are allon the sameteamThankyou foryourpatienceOne callresolutionEfficiencyPreemptivelyacknowledgehold times

CE Best Practices - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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
B
2
I
3
O
4
N
5
B
6
O
7
I
8
G
9
G
10
B
11
N
12
O
13
O
14
G
15
I
16
B
17
N
18
G
19
G
20
O
21
N
22
B
23
I
24
I
  1. B-*“Great news! This is on Ask Service Ops. That is a great tool, I love it (:”
  2. I-Restate and clarify
  3. O-I can absolutely process that request for you AGENT NAME
  4. N-Use positive words: I'll be happy to...review, take care of, etc... for you
  5. B-Low customer effort
  6. O-Show appreciation
  7. I-Focus on what we can do rather than what we can’t
  8. G-I understand
  9. G-I understand you wanted to do XYZ, give me X minutes to process that for you
  10. B-Listen to hear what the agent is saying
  11. N-Silence is not golden
  12. O-I can help you with that
  13. O-Empathy
  14. G-Ownership
  15. I-Sincere, positive tone
  16. B-Professionalism
  17. N-I can resolve the issue for you
  18. G-Always have agent go back into review to make sure they can proceed to avoid call backs
  19. G-End interaction affirming what was done and next steps
  20. O- Collaboration - we are all on the same team
  21. N-Thank you for your patience
  22. B-One call resolution
  23. I-Efficiency
  24. I-Preemptively acknowledge hold times