EmpathyFocus onwhat we cando ratherthan whatwe can’tEfficiencySilenceis notgoldenShowappreciationThankyou foryourpatience*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Always haveagent go backinto review tomake sure theycan proceed toavoid call backsI can absolutelyprocess thatrequest for youAGENT NAMEProfessionalismI canresolvethe issuefor youSincere,positivetoneOwnershipOne callresolutionIunderstandI canhelp youwith thatRestateandclarifyEndinteractionaffirming whatwas done andnext stepsLowcustomereffortPreemptivelyacknowledgehold timesCollaboration- we are allon the sameteamI understandyou wanted todo XYZ, giveme X minutesto process thatfor youListen tohear whatthe agentis sayingUse positivewords: I'll behappyto...review, takecare of, etc...for you EmpathyFocus onwhat we cando ratherthan whatwe can’tEfficiencySilenceis notgoldenShowappreciationThankyou foryourpatience*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Always haveagent go backinto review tomake sure theycan proceed toavoid call backsI can absolutelyprocess thatrequest for youAGENT NAMEProfessionalismI canresolvethe issuefor youSincere,positivetoneOwnershipOne callresolutionIunderstandI canhelp youwith thatRestateandclarifyEndinteractionaffirming whatwas done andnext stepsLowcustomereffortPreemptivelyacknowledgehold timesCollaboration- we are allon the sameteamI understandyou wanted todo XYZ, giveme X minutesto process thatfor youListen tohear whatthe agentis sayingUse positivewords: I'll behappyto...review, takecare of, etc...for you 

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