(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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"That sounds difficult to deal with" (Empathy)
Branded answer (Loyalty)
Customize questions (Effective Questioning)
Fix the issue (Demonstrate Ownership)
Branded close (Acknowledge Loyalty)
Inform caller of any alerts (Set Expectations)
Help with documents (Demonstrate Ownership)
"I am so sorry to hear that" (Empathy)
Turnaround time (Setting Expectations)
Summarize the call (Set Expectations)
Talk about something not policy-related (Building Rapport)
"What made you choose this vehicle?" (Building Rapport)
"I will take over and see what I can do to correct this" (Demonstrate Ownership)
Thank for being a customer (Loyalty)
Transfer to IVT (Inappropriate Action)
Ask clarifying question (Effective Questioning)
Walk through app (Promote Self-Service)
Refer to OLS (Promote Self-Service)
Congratulate customer (Empathy)
"How is your day going?" (Build Rapport)
"I hear what you're saying" (Active Listening)
Identify status (Acknowledge Loyalty)
Share steps to take after phone call (Set Expectation)
