TookownershipRemovedthe memberfrom themiddleRelayednegativeinformation in apositive mannerto the memberRecapthe callin detailPulled allapplicableKBarticlesAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Empathicto themembersituationResearchedmy inquiryand achievedFCR withoutany help!Relayedinformationand confirmedthe memberunderstoodAsked "isthere anythingmore I can dofor youtoday?"Used ICANstatementCongratulatedsomeonetoday!AskedClarifyingquestionsMemberexpressedsatisfactionfor yourservice today!Createdsmall talk onthe call whileresearchingAcknowledgedthe reason forthe callListened tounderstandand not tojust respondDid notput thememberon holdMade a callout on behalfof the member#NoHomeworkSmiledon acallUsed IwillstatementWas ableto de-escalate acallAchievedFCR ona callRelated tothemembersexperienceTookownershipRemovedthe memberfrom themiddleRelayednegativeinformation in apositive mannerto the memberRecapthe callin detailPulled allapplicableKBarticlesAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Empathicto themembersituationResearchedmy inquiryand achievedFCR withoutany help!Relayedinformationand confirmedthe memberunderstoodAsked "isthere anythingmore I can dofor youtoday?"Used ICANstatementCongratulatedsomeonetoday!AskedClarifyingquestionsMemberexpressedsatisfactionfor yourservice today!Createdsmall talk onthe call whileresearchingAcknowledgedthe reason forthe callListened tounderstandand not tojust respondDid notput thememberon holdMade a callout on behalfof the member#NoHomeworkSmiledon acallUsed IwillstatementWas ableto de-escalate acallAchievedFCR ona callRelated tothemembersexperience

4C's BINGO to Service Excellence - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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.


1
I
2
O
3
B
4
N
5
O
6
O
7
O
8
N
9
N
10
I
11
B
12
G
13
G
14
O
15
G
16
I
17
I
18
N
19
B
20
G
21
I
22
G
23
B
24
B
  1. I-Took ownership
  2. O-Removed the member from the middle
  3. B-Relayed negative information in a positive manner to the member
  4. N-Recap the call in detail
  5. O-Pulled all applicable KB articles
  6. O-Asked the member for feedback "Do you have any feedback for me today about the service I provided you?"
  7. O-Empathic to the member situation
  8. N-Researched my inquiry and achieved FCR without any help!
  9. N-Relayed information and confirmed the member understood
  10. I-Asked "is there anything more I can do for you today?"
  11. B-Used I CAN statement
  12. G-Congratulated someone today!
  13. G-Asked Clarifying questions
  14. O-Member expressed satisfaction for your service today!
  15. G-Created small talk on the call while researching
  16. I-Acknowledged the reason for the call
  17. I-Listened to understand and not to just respond
  18. N-Did not put the member on hold
  19. B-Made a call out on behalf of the member #NoHomework
  20. G-Smiled on a call
  21. I-Used I will statement
  22. G-Was able to de-escalate a call
  23. B-Achieved FCR on a call
  24. B-Related to the members experience