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