Silenceis notgoldenRestateandclarifyI can absolutelyprocess thatrequest for youAGENT NAMEI canresolvethe issuefor youListen tohear whatthe agentis sayingCollaboration- we are allon the sameteamAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsSincere,positivetoneEndinteractionaffirming whatwas done andnext stepsIunderstandShowappreciation*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Focus onwhat we cando ratherthan whatwe can’tOne callresolutionI understandyou wanted todo XYZ, giveme X minutesto process thatfor youPreemptivelyacknowledgehold timesI canhelp youwith thatEfficiencyOwnershipEmpathyLowcustomereffortUse positivewords: I'll behappyto...review, takecare of, etc...for you ProfessionalismThankyou foryourpatienceSilenceis notgoldenRestateandclarifyI can absolutelyprocess thatrequest for youAGENT NAMEI canresolvethe issuefor youListen tohear whatthe agentis sayingCollaboration- we are allon the sameteamAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsSincere,positivetoneEndinteractionaffirming whatwas done andnext stepsIunderstandShowappreciation*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Focus onwhat we cando ratherthan whatwe can’tOne callresolutionI understandyou wanted todo XYZ, giveme X minutesto process thatfor youPreemptivelyacknowledgehold timesI canhelp youwith thatEfficiencyOwnershipEmpathyLowcustomereffortUse positivewords: I'll behappyto...review, takecare of, etc...for you ProfessionalismThankyou foryourpatience

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