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