Thankyou foryourpatienceI can absolutelyprocess thatrequest for youAGENT NAMEShowappreciationI canhelp youwith thatSilenceis notgoldenOne callresolutionUse positivewords: I'll behappyto...review, takecare of, etc...for you LowcustomereffortAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsI understandyou wanted todo XYZ, giveme X minutesto process thatfor youOwnership*“Great news!This is on AskService Ops.That is a greattool, I love it (:”EmpathySincere,positivetoneI canresolvethe issuefor youFocus onwhat we cando ratherthan whatwe can’tIunderstandCollaboration- we are allon the sameteamEfficiencyProfessionalismPreemptivelyacknowledgehold timesEndinteractionaffirming whatwas done andnext stepsListen tohear whatthe agentis sayingRestateandclarifyThankyou foryourpatienceI can absolutelyprocess thatrequest for youAGENT NAMEShowappreciationI canhelp youwith thatSilenceis notgoldenOne callresolutionUse positivewords: I'll behappyto...review, takecare of, etc...for you LowcustomereffortAlways haveagent go backinto review tomake sure theycan proceed toavoid call backsI understandyou wanted todo XYZ, giveme X minutesto process thatfor youOwnership*“Great news!This is on AskService Ops.That is a greattool, I love it (:”EmpathySincere,positivetoneI canresolvethe issuefor youFocus onwhat we cando ratherthan whatwe can’tIunderstandCollaboration- we are allon the sameteamEfficiencyProfessionalismPreemptivelyacknowledgehold timesEndinteractionaffirming whatwas done andnext stepsListen tohear whatthe agentis sayingRestateandclarify

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