(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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"How is your day going?" (Build Rapport)
Customize questions (Effective Questioning)
Identify status (Acknowledge Loyalty)
Fix the issue (Demonstrate Ownership)
"I hear what you're saying" (Active Listening)
"I am so sorry to hear that" (Empathy)
Refer to OLS (Promote Self-Service)
Congratulate customer (Empathy)
"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)
Turnaround time (Setting Expectations)
Branded close (Acknowledge Loyalty)
Thank for being a customer (Loyalty)
Summarize the call (Set Expectations)
Share steps to take after phone call (Set Expectation)
Login Assistance (Promote Self-Service)
Inform caller of any alerts (Set Expectations)
Ask clarifying question (Effective Questioning)
Branded answer (Loyalty)
"That sounds difficult to deal with" (Empathy)
Help with documents (Demonstrate Ownership)
"What made you choose this vehicle?" (Building Rapport)
