This bingo card has a free space and 24 words: Cut Off a Customer Mid-Sentence, Dismissed a Customer's Complaint Because I Thought It Was Trivial, Got Frustrated with a Customer Who Didn’t Understand the Instructions, Failed to Apologize to an Angry Customer, Ignored a Customer's Emotional Cues and Focused on Policy, Didn't Follow Up After a Customer Interaction That Didn't End Well, Rolled My Eyes or Sighed During a Call with a Difficult Customer, Avoided Taking Ownership of a Customer’s Problem, Used Jargon a Customer Didn’t Understand and Didn’t Clarify, Assumed a Customer Was Overreacting Without Listening Fully, Was Too Focused on Closing the Call/Interaction Quickly, Missed an Opportunity to Personalize a Solution for the Customer, Blamed the Customer for the Issue Instead of Finding a Solution, Didn’t Offer a Clear Explanation for a Service Disruption, Pushed a Customer to Follow the Process, Despite Their Frustration, Rushed Through a Customer Conversation Without Addressing Their Concerns, Felt Annoyed with a Customer Asking for a Refund, Over-promised to a Customer and Didn’t Deliver, Ignored a Customer’s Feedback Because I Didn’t Think It Was Useful, Was Impatient with a Customer Asking the Same Question Multiple Times, Felt Relieved When a Difficult Customer Finally Hung Up, Didn’t Handle a Customer Complaint Properly, Causing Escalation, Dismissed a Customer's Request Because It Wasn’t "In the System" and Didn’t Try to See Things from the Customer’s Perspective.
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