This bingo card has 25 words: PROFESSIONALISM AND MANERS: You used simple soft skills- “Please”, “Thank you”, “You’re welcome” on 5 calls, You sent a Local Office Follow-up, RESILLIENCE: You de-escalated an irate customer, CUSTOMER RECOGNITION: You used Screen Pop and verbally identified IVR verification on 5 calls, PROBLEM OWNERSHIP: You recapped the solutions provided before ending the call on 3 calls, The customer gave you a compliment, You received 1 KUDOS call, You scheduled a service call with available quota (did not use “escalated call”), SETTING EXPECTATIONS: You described any actions that should be taken after the call and turn around times on 3 calls, PROBLEM OWNERSHIP: You restated the customer’s reason for calling by repeating or paraphrasing it back on 5 calls, PROBLEM OWNERSHIP: You identified and took ownership of recurring issues on 3 calls, CUSTOMER RECOGNITION: You used the customer’s name at least 3 times during the call on 5 calls, CUSTOMER RECOGNITION: You verified he name of the caller and any others spoken to during the call (includes security verification if applicable) on 3 calls, PROBLEM OWNERSHIP: You apologized for issues or inconveniences that were caused by the company or its associates on 3 calls, PRODUCT & GUIDELINE KNOWLEDGE: You implemented all requirements in SOG and provided accurate information regarding our products, services, guidelines, ect on 3 calls, SETTING EXPECTATIONS: You stated what you will do to address the concerns and kept the customer engaged, advised of actions taken during the call on 3 calls, CONFIDENCE: You showed ownership of any shortcomings in our service, equipment, systems, ect on 3 calls, CONFIDENCE: You concisely addressed the customer’s frustrations on 5 calls, You reported and outage using CommDesk, You performed a modem swap, You set up a business phone roll-over, RESILIENCE- You maintained confidence and controlled the call calmly and patiently for an irate or upset customer, You completed all Pre-Call Talking Points on 3 calls, You used Where’s My Tech Tool to provide status of a service call and CONFIDENCE: You displayed confidence by having answers, determining solutions, ect, and moving through call efficiently on 3 calls.
CE BINGO - CSRs | CE BINGO | CE BINGO | CE BINGO | Own Your Mistakes Bingo
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