All 25 words on this card
The words called so far are highlighted, to check a winning card.
Acknowledges the customer's feelings
Apologizes appropriately ("I’m sorry for the inconvenience.")
Asks a clarifying question ("Could you explain further?")
Avoids filler words ("uhm " "like " "you know")
Avoids interrupting the caller
Confirms information before ending the call
Does not place the caller on hold without asking
Does not use slang or informal language
Ends the call on a positive note
Explains policies or procedures clearly
Greets the caller professionally
Keeps emotions under control
Offers a solution to a problem
Offers to follow up with an email or further assistance
Repeats key details to confirm understanding
Speaks clearly and slowly
Stays calm even when the customer is upset
Summarizes the next steps before ending the call
Uses "please" and "thank you" naturally
Uses a positive tone
Uses a professional closing ("Thank you for calling!")
Uses active listening ("I understand your concern")
Uses an appropriate volume (not too loud or too soft)
Uses polite phrases ("May I help you?" / "You're welcome")
Uses the caller’s name during the conversation
