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