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