I can absolutelyprocess thatrequest for youAGENT NAME*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Preemptivelyacknowledgehold timesOne callresolutionThankyou foryourpatienceRestateandclarifyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youOwnershipCollaboration- we are allon the sameteamIunderstandI canhelp youwith thatLowcustomereffortUse positivewords: I'll behappyto...review, takecare of, etc...for you EfficiencyAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsListen tohear whatthe agentis sayingSincere,positivetoneFocus onwhat we cando ratherthan whatwe can’tSilenceis notgoldenShowappreciationEndinteractionaffirming whatwas done andnext stepsEmpathyProfessionalismI canresolvethe issuefor youI can absolutelyprocess thatrequest for youAGENT NAME*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Preemptivelyacknowledgehold timesOne callresolutionThankyou foryourpatienceRestateandclarifyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youOwnershipCollaboration- we are allon the sameteamIunderstandI canhelp youwith thatLowcustomereffortUse positivewords: I'll behappyto...review, takecare of, etc...for you EfficiencyAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsListen tohear whatthe agentis sayingSincere,positivetoneFocus onwhat we cando ratherthan whatwe can’tSilenceis notgoldenShowappreciationEndinteractionaffirming whatwas done andnext stepsEmpathyProfessionalismI canresolvethe issuefor you

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