ShowappreciationFocus onwhat we cando ratherthan whatwe can’tUse positivewords: I'll behappyto...review, takecare of, etc...for you ProfessionalismEfficiencyAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsCollaboration- we are allon the sameteamEmpathyI canhelp youwith thatLowcustomereffortSincere,positivetoneI canresolvethe issuefor youListen tohear whatthe agentis sayingEndinteractionaffirming whatwas done andnext stepsThankyou foryourpatienceSilenceis notgoldenPreemptivelyacknowledgehold timesI understandyou wanted todo XYZ, giveme X minutesto process thatfor youIunderstandOwnershipOne callresolution*“Great news!This is on AskService Ops.That is a greattool, I love it (:”I can absolutelyprocess thatrequest for youAGENT NAMERestateandclarifyShowappreciationFocus onwhat we cando ratherthan whatwe can’tUse positivewords: I'll behappyto...review, takecare of, etc...for you ProfessionalismEfficiencyAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsCollaboration- we are allon the sameteamEmpathyI canhelp youwith thatLowcustomereffortSincere,positivetoneI canresolvethe issuefor youListen tohear whatthe agentis sayingEndinteractionaffirming whatwas done andnext stepsThankyou foryourpatienceSilenceis notgoldenPreemptivelyacknowledgehold timesI understandyou wanted todo XYZ, giveme X minutesto process thatfor youIunderstandOwnershipOne callresolution*“Great news!This is on AskService Ops.That is a greattool, I love it (:”I can absolutelyprocess thatrequest for youAGENT NAMERestateandclarify

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