I can absolutelyprocess thatrequest for youAGENT NAMEPreemptivelyacknowledgehold timesEmpathyIunderstandOne callresolutionI canhelp youwith thatI understandyou wanted todo XYZ, giveme X minutesto process thatfor youRestateandclarifyOwnershipEfficiencyProfessionalismSincere,positivetoneI canresolvethe issuefor youCollaboration- we are allon the sameteamEndinteractionaffirming whatwas done andnext stepsFocus onwhat we cando ratherthan whatwe can’t*“Great news!This is on AskService Ops.That is a greattool, I love it (:”ShowappreciationThankyou foryourpatienceUse positivewords: I'll behappyto...review, takecare of, etc...for you Always haveagent go backinto review tomake sure theycan proceed toavoid call backsSilenceis notgoldenListen tohear whatthe agentis sayingLowcustomereffortI can absolutelyprocess thatrequest for youAGENT NAMEPreemptivelyacknowledgehold timesEmpathyIunderstandOne callresolutionI canhelp youwith thatI understandyou wanted todo XYZ, giveme X minutesto process thatfor youRestateandclarifyOwnershipEfficiencyProfessionalismSincere,positivetoneI canresolvethe issuefor youCollaboration- we are allon the sameteamEndinteractionaffirming whatwas done andnext stepsFocus onwhat we cando ratherthan whatwe can’t*“Great news!This is on AskService Ops.That is a greattool, I love it (:”ShowappreciationThankyou foryourpatienceUse positivewords: I'll behappyto...review, takecare of, etc...for you Always haveagent go backinto review tomake sure theycan proceed toavoid call backsSilenceis notgoldenListen tohear whatthe agentis sayingLowcustomereffort

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