Pulled allapplicableKBarticlesRecapthe callin detailRelayednegativeinformation in apositive mannerto the memberUsed IwillstatementEmpathicto themembersituationAskedClarifyingquestionsAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Used ICANstatementResearchedmy inquiryand achievedFCR withoutany help!Asked "isthere anythingmore I can dofor youtoday?"Related tothemembersexperienceWas ableto de-escalate acallCreatedsmall talk onthe call whileresearchingMade a callout on behalfof the member#NoHomeworkMemberexpressedsatisfactionfor yourservice today!Removedthe memberfrom themiddleSmiledon acallRelayedinformationand confirmedthe memberunderstoodAchievedFCR ona callDid notput thememberon holdAcknowledgedthe reason forthe callCongratulatedsomeonetoday!Listened tounderstandand not tojust respondTookownershipPulled allapplicableKBarticlesRecapthe callin detailRelayednegativeinformation in apositive mannerto the memberUsed IwillstatementEmpathicto themembersituationAskedClarifyingquestionsAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Used ICANstatementResearchedmy inquiryand achievedFCR withoutany help!Asked "isthere anythingmore I can dofor youtoday?"Related tothemembersexperienceWas ableto de-escalate acallCreatedsmall talk onthe call whileresearchingMade a callout on behalfof the member#NoHomeworkMemberexpressedsatisfactionfor yourservice today!Removedthe memberfrom themiddleSmiledon acallRelayedinformationand confirmedthe memberunderstoodAchievedFCR ona callDid notput thememberon holdAcknowledgedthe reason forthe callCongratulatedsomeonetoday!Listened tounderstandand not tojust respondTookownership

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