I canresolvethe issuefor you*“Great news!This is on AskService Ops.That is a greattool, I love it (:”RestateandclarifySincere,positivetoneSilenceis notgoldenShowappreciationOwnershipPreemptivelyacknowledgehold timesOne callresolutionUse positivewords: I'll behappyto...review, takecare of, etc...for you EfficiencyCollaboration- we are allon the sameteamProfessionalismI understandyou wanted todo XYZ, giveme X minutesto process thatfor youI can absolutelyprocess thatrequest for youAGENT NAMEI canhelp youwith thatIunderstandEndinteractionaffirming whatwas done andnext stepsAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsThankyou foryourpatienceLowcustomereffortEmpathyFocus onwhat we cando ratherthan whatwe can’tListen tohear whatthe agentis sayingI canresolvethe issuefor you*“Great news!This is on AskService Ops.That is a greattool, I love it (:”RestateandclarifySincere,positivetoneSilenceis notgoldenShowappreciationOwnershipPreemptivelyacknowledgehold timesOne callresolutionUse positivewords: I'll behappyto...review, takecare of, etc...for you EfficiencyCollaboration- we are allon the sameteamProfessionalismI understandyou wanted todo XYZ, giveme X minutesto process thatfor youI can absolutelyprocess thatrequest for youAGENT NAMEI canhelp youwith thatIunderstandEndinteractionaffirming whatwas done andnext stepsAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsThankyou foryourpatienceLowcustomereffortEmpathyFocus onwhat we cando ratherthan whatwe can’tListen tohear whatthe agentis saying

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