LowcustomereffortRestateandclarifyShowappreciationI can absolutelyprocess thatrequest for youAGENT NAMEIunderstandProfessionalismThankyou foryourpatiencePreemptivelyacknowledgehold timesEmpathyListen tohear whatthe agentis sayingI canresolvethe issuefor youCollaboration- we are allon the sameteamOne callresolutionUse positivewords: I'll behappyto...review, takecare of, etc...for you *“Great news!This is on AskService Ops.That is a greattool, I love it (:”Endinteractionaffirming whatwas done andnext stepsFocus onwhat we cando ratherthan whatwe can’tSilenceis notgoldenEfficiencyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youSincere,positivetoneAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsI canhelp youwith thatOwnershipLowcustomereffortRestateandclarifyShowappreciationI can absolutelyprocess thatrequest for youAGENT NAMEIunderstandProfessionalismThankyou foryourpatiencePreemptivelyacknowledgehold timesEmpathyListen tohear whatthe agentis sayingI canresolvethe issuefor youCollaboration- we are allon the sameteamOne callresolutionUse positivewords: I'll behappyto...review, takecare of, etc...for you *“Great news!This is on AskService Ops.That is a greattool, I love it (:”Endinteractionaffirming whatwas done andnext stepsFocus onwhat we cando ratherthan whatwe can’tSilenceis notgoldenEfficiencyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youSincere,positivetoneAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsI canhelp youwith thatOwnership

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