Use positivewords: I'll behappyto...review, takecare of, etc...for you Listen tohear whatthe agentis sayingOwnershipRestateandclarifyI can absolutelyprocess thatrequest for youAGENT NAME*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Thankyou foryourpatienceSincere,positivetoneIunderstandSilenceis notgoldenShowappreciationFocus onwhat we cando ratherthan whatwe can’tEfficiencyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youCollaboration- we are allon the sameteamI canhelp youwith thatEmpathyPreemptivelyacknowledgehold timesAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsEndinteractionaffirming whatwas done andnext stepsI canresolvethe issuefor youOne callresolutionLowcustomereffortProfessionalismUse positivewords: I'll behappyto...review, takecare of, etc...for you Listen tohear whatthe agentis sayingOwnershipRestateandclarifyI can absolutelyprocess thatrequest for youAGENT NAME*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Thankyou foryourpatienceSincere,positivetoneIunderstandSilenceis notgoldenShowappreciationFocus onwhat we cando ratherthan whatwe can’tEfficiencyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youCollaboration- we are allon the sameteamI canhelp youwith thatEmpathyPreemptivelyacknowledgehold timesAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsEndinteractionaffirming whatwas done andnext stepsI canresolvethe issuefor youOne callresolutionLowcustomereffortProfessionalism

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