ShowappreciationLowcustomereffortI canhelp youwith thatIunderstandOwnershipOne callresolution*“Great news!This is on AskService Ops.That is a greattool, I love it (:”I understandyou wanted todo XYZ, giveme X minutesto process thatfor youEfficiencyRestateandclarifySilenceis notgoldenPreemptivelyacknowledgehold timesI can absolutelyprocess thatrequest for youAGENT NAMEListen tohear whatthe agentis sayingThankyou foryourpatienceAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsUse positivewords: I'll behappyto...review, takecare of, etc...for you ProfessionalismEndinteractionaffirming whatwas done andnext stepsCollaboration- we are allon the sameteamFocus onwhat we cando ratherthan whatwe can’tSincere,positivetoneEmpathyI canresolvethe issuefor youShowappreciationLowcustomereffortI canhelp youwith thatIunderstandOwnershipOne callresolution*“Great news!This is on AskService Ops.That is a greattool, I love it (:”I understandyou wanted todo XYZ, giveme X minutesto process thatfor youEfficiencyRestateandclarifySilenceis notgoldenPreemptivelyacknowledgehold timesI can absolutelyprocess thatrequest for youAGENT NAMEListen tohear whatthe agentis sayingThankyou foryourpatienceAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsUse positivewords: I'll behappyto...review, takecare of, etc...for you ProfessionalismEndinteractionaffirming whatwas done andnext stepsCollaboration- we are allon the sameteamFocus onwhat we cando ratherthan whatwe can’tSincere,positivetoneEmpathyI canresolvethe issuefor 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
B
3
O
4
G
5
G
6
B
7
B
8
G
9
I
10
I
11
N
12
I
13
O
14
B
15
N
16
G
17
N
18
B
19
G
20
O
21
I
22
I
23
O
24
N
  1. O-Show appreciation
  2. B-Low customer effort
  3. O-I can help you with that
  4. G-I understand
  5. G-Ownership
  6. B-One call resolution
  7. B-*“Great news! This is on Ask Service Ops. That is a great tool, I love it (:”
  8. G-I understand you wanted to do XYZ, give me X minutes to process that for you
  9. I-Efficiency
  10. I-Restate and clarify
  11. N-Silence is not golden
  12. I-Preemptively acknowledge hold times
  13. O-I can absolutely process that request for you AGENT NAME
  14. B-Listen to hear what the agent is saying
  15. N-Thank you for your patience
  16. G-Always have agent go back into review to make sure they can proceed to avoid call backs
  17. N-Use positive words: I'll be happy to...review, take care of, etc... for you
  18. B-Professionalism
  19. G-End interaction affirming what was done and next steps
  20. O- Collaboration - we are all on the same team
  21. I-Focus on what we can do rather than what we can’t
  22. I-Sincere, positive tone
  23. O-Empathy
  24. N-I can resolve the issue for you