Use positivewords: I'll behappyto...review, takecare of, etc...for you Endinteractionaffirming whatwas done andnext stepsI can absolutelyprocess thatrequest for youAGENT NAMEThankyou foryourpatienceIunderstandProfessionalismSilenceis notgoldenListen tohear whatthe agentis saying*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Always haveagent go backinto review tomake sure theycan proceed toavoid call backsCollaboration- we are allon the sameteamEmpathyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youI canresolvethe issuefor youOwnershipEfficiencyFocus onwhat we cando ratherthan whatwe can’tOne callresolutionShowappreciationRestateandclarifyPreemptivelyacknowledgehold timesSincere,positivetoneLowcustomereffortI canhelp youwith thatUse positivewords: I'll behappyto...review, takecare of, etc...for you Endinteractionaffirming whatwas done andnext stepsI can absolutelyprocess thatrequest for youAGENT NAMEThankyou foryourpatienceIunderstandProfessionalismSilenceis notgoldenListen tohear whatthe agentis saying*“Great news!This is on AskService Ops.That is a greattool, I love it (:”Always haveagent go backinto review tomake sure theycan proceed toavoid call backsCollaboration- we are allon the sameteamEmpathyI understandyou wanted todo XYZ, giveme X minutesto process thatfor youI canresolvethe issuefor youOwnershipEfficiencyFocus onwhat we cando ratherthan whatwe can’tOne callresolutionShowappreciationRestateandclarifyPreemptivelyacknowledgehold timesSincere,positivetoneLowcustomereffortI canhelp youwith that

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