Relayednegativeinformation in apositive mannerto the memberTookownershipAskedClarifyingquestionsListened tounderstandand not tojust respondUsed IwillstatementRelayedinformationand confirmedthe memberunderstoodRecapthe callin detailMemberexpressedsatisfactionfor yourservice today!Related tothemembersexperienceAchievedFCR ona callAsked "isthere anythingmore I can dofor youtoday?"Createdsmall talk onthe call whileresearchingAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Researchedmy inquiryand achievedFCR withoutany help!Congratulatedsomeonetoday!Removedthe memberfrom themiddleEmpathicto themembersituationDid notput thememberon holdMade a callout on behalfof the member#NoHomeworkAcknowledgedthe reason forthe callSmiledon acallUsed ICANstatementWas ableto de-escalate acallPulled allapplicableKBarticlesRelayednegativeinformation in apositive mannerto the memberTookownershipAskedClarifyingquestionsListened tounderstandand not tojust respondUsed IwillstatementRelayedinformationand confirmedthe memberunderstoodRecapthe callin detailMemberexpressedsatisfactionfor yourservice today!Related tothemembersexperienceAchievedFCR ona callAsked "isthere anythingmore I can dofor youtoday?"Createdsmall talk onthe call whileresearchingAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Researchedmy inquiryand achievedFCR withoutany help!Congratulatedsomeonetoday!Removedthe memberfrom themiddleEmpathicto themembersituationDid notput thememberon holdMade a callout on behalfof the member#NoHomeworkAcknowledgedthe reason forthe callSmiledon acallUsed ICANstatementWas ableto de-escalate 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
B
2
I
3
G
4
I
5
I
6
N
7
N
8
O
9
B
10
B
11
I
12
G
13
O
14
N
15
G
16
O
17
O
18
N
19
B
20
I
21
G
22
B
23
G
24
O
  1. B-Relayed negative information in a positive manner to the member
  2. I-Took ownership
  3. G-Asked Clarifying questions
  4. I-Listened to understand and not to just respond
  5. I-Used I will statement
  6. N-Relayed information and confirmed the member understood
  7. N-Recap the call in detail
  8. O-Member expressed satisfaction for your service today!
  9. B-Related to the members experience
  10. B-Achieved FCR on a call
  11. I-Asked "is there anything more I can do for you today?"
  12. G-Created small talk on the call while researching
  13. O-Asked the member for feedback "Do you have any feedback for me today about the service I provided you?"
  14. N-Researched my inquiry and achieved FCR without any help!
  15. G-Congratulated someone today!
  16. O-Removed the member from the middle
  17. O-Empathic to the member situation
  18. N-Did not put the member on hold
  19. B-Made a call out on behalf of the member #NoHomework
  20. I-Acknowledged the reason for the call
  21. G-Smiled on a call
  22. B-Used I CAN statement
  23. G-Was able to de-escalate a call
  24. O-Pulled all applicable KB articles