I canresolvethe issuefor youUse positivewords: I'll behappyto...review, takecare of, etc...for you I can absolutelyprocess thatrequest for youAGENT NAMEEfficiencyEndinteractionaffirming whatwas done andnext stepsLowcustomereffort*“Great news!This is on AskService Ops.That is a greattool, I love it (:”I canhelp youwith thatPreemptivelyacknowledgehold timesOne callresolutionShowappreciationProfessionalismOwnershipAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsEmpathyFocus onwhat we cando ratherthan whatwe can’tIunderstandListen tohear whatthe agentis sayingRestateandclarifyCollaboration- we are allon the sameteamThankyou foryourpatienceI understandyou wanted todo XYZ, giveme X minutesto process thatfor youSincere,positivetoneSilenceis notgoldenI canresolvethe issuefor youUse positivewords: I'll behappyto...review, takecare of, etc...for you I can absolutelyprocess thatrequest for youAGENT NAMEEfficiencyEndinteractionaffirming whatwas done andnext stepsLowcustomereffort*“Great news!This is on AskService Ops.That is a greattool, I love it (:”I canhelp youwith thatPreemptivelyacknowledgehold timesOne callresolutionShowappreciationProfessionalismOwnershipAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsEmpathyFocus onwhat we cando ratherthan whatwe can’tIunderstandListen tohear whatthe agentis sayingRestateandclarifyCollaboration- we are allon the sameteamThankyou foryourpatienceI understandyou wanted todo XYZ, giveme X minutesto process thatfor youSincere,positivetoneSilenceis notgolden

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