OwnershipCollaboration- we are allon the sameteamEfficiencySilenceis notgoldenSincere,positivetoneI understandyou wanted todo XYZ, giveme X minutesto process thatfor youThankyou foryourpatienceEndinteractionaffirming whatwas done andnext stepsOne callresolutionProfessionalismI can absolutelyprocess thatrequest for youAGENT NAMEIunderstandLowcustomereffort*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Preemptivelyacknowledgehold timesFocus onwhat we cando ratherthan whatwe can’tAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsI canhelp youwith thatListen tohear whatthe agentis sayingUse positivewords: I'll behappyto...review, takecare of, etc...for you RestateandclarifyEmpathyI canresolvethe issuefor youShowappreciationOwnershipCollaboration- we are allon the sameteamEfficiencySilenceis notgoldenSincere,positivetoneI understandyou wanted todo XYZ, giveme X minutesto process thatfor youThankyou foryourpatienceEndinteractionaffirming whatwas done andnext stepsOne callresolutionProfessionalismI can absolutelyprocess thatrequest for youAGENT NAMEIunderstandLowcustomereffort*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Preemptivelyacknowledgehold timesFocus onwhat we cando ratherthan whatwe can’tAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsI canhelp youwith thatListen tohear whatthe agentis sayingUse positivewords: I'll behappyto...review, takecare of, etc...for you RestateandclarifyEmpathyI canresolvethe issuefor youShowappreciation

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