(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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Ask clarifying question (Effective Questioning)
Thank for being a customer (Loyalty)
"I will take over and see what I can do to correct this" (Demonstrate Ownership)
Transfer to IVT (Inappropriate Action)
Talk about something not policy-related (Building Rapport)
"I hear what you're saying" (Active Listening)
Identify status (Acknowledge Loyalty)
Inform caller of any alerts (Set Expectations)
Congratulate customer (Empathy)
Share steps to take after phone call (Set Expectation)
Turnaround time (Setting Expectations)
Branded answer (Loyalty)
Refer to OLS (Promote Self-Service)
"How is your day going?" (Build Rapport)
Help with documents (Demonstrate Ownership)
Customize questions (Effective Questioning)
Walk through app (Promote Self-Service)
"What made you choose this vehicle?" (Building Rapport)
