This bingo card has a free space and 24 words: Caller raised their voice, You used notes from previous calls to support your response, You were blamed for something out of your control, Caller changed their story mid-call, You used silence strategically to calm the caller, You used a calming phrase like “Let’s take this step by step”, You had to repeat yourself more than 3 times, Caller refused to listen to your explanation, You redirected the caller to another department, Caller was sarcastic or dismissive, you've reacted to the callers reaction negatively, You felt emotionally drained after a call, You felt distressed from the call, You had to end a call due to inappropriate behaviour, You had to escalate the call to a manager, Caller made a personal comment or insult, You unintentionally made the situation worse, You successfully de-escalated a tense situation, You used a script effectively to stay on track, Caller questioned your competence or authority, You used empathy to calm a caller, You stayed calm while the caller was angry, Caller refused to end the call and You used a defusing phrase like “Let’s look at this together”.
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