Acknowledgedthe reason forthe callMade a callout on behalfof the member#NoHomeworkAskedClarifyingquestionsRecapthe callin detailCreatedsmall talk onthe call whileresearchingAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Related tothemembersexperienceResearchedmy inquiryand achievedFCR withoutany help!Congratulatedsomeonetoday!Used IwillstatementAchievedFCR ona callTookownershipRelayednegativeinformation in apositive mannerto the memberUsed ICANstatementDid notput thememberon holdRelayedinformationand confirmedthe memberunderstoodEmpathicto themembersituationListened tounderstandand not tojust respondMemberexpressedsatisfactionfor yourservice today!Removedthe memberfrom themiddleAsked "isthere anythingmore I can dofor youtoday?"Was ableto de-escalate acallSmiledon acallPulled allapplicableKBarticlesAcknowledgedthe reason forthe callMade a callout on behalfof the member#NoHomeworkAskedClarifyingquestionsRecapthe callin detailCreatedsmall talk onthe call whileresearchingAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Related tothemembersexperienceResearchedmy inquiryand achievedFCR withoutany help!Congratulatedsomeonetoday!Used IwillstatementAchievedFCR ona callTookownershipRelayednegativeinformation in apositive mannerto the memberUsed ICANstatementDid notput thememberon holdRelayedinformationand confirmedthe memberunderstoodEmpathicto themembersituationListened tounderstandand not tojust respondMemberexpressedsatisfactionfor yourservice today!Removedthe memberfrom themiddleAsked "isthere anythingmore I can dofor youtoday?"Was ableto de-escalate acallSmiledon acallPulled allapplicableKBarticles

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