This bingo card has a free space and 24 words: Used the Customer’s name, Denied a request without using the word ‘No’, Expressed Empathy, Provided a customer with Options, Let the customer know why without using an excuse, Ignored an Irritating Behavior, Reviewed the new Increased Consumption Factors guide, Used the Power Use Calculator on saskpower.com, Said ‘Yes’ as a one-time courtesy, Asked a question that resulted in a ‘Yes’ from the customer, Used the Proration Calculator, Paced the customer: mirrored their expression, body language or tone, Told a customer about the Online Energy Assessment, Checked Open Text for a photo of a meter read, Actively listened to a question or concern, Asked a probing question (an open-ended follow up question), Let a customer vent, Advised a customer of options to submit monthly meter reads, Asked a close-ended question, Used the Echo technique (Repeat what was said using tone to turn it into a question), Apologized for something regardless of fault, Asked an open-ended question, Thanked the customer after they voiced a complaint and Used partnership language, ‘we’ instead of ‘I’ or ‘you’.
Engagement Don'ts | Collections 101: Call Listening Bingo | Collections 101: Call Listening Bingo | Engagement Do's | SgroVille Connection Bingo
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