Researchedmy inquiryand achievedFCR withoutany help!Did notput thememberon holdTookownershipAskedClarifyingquestionsRelayednegativeinformation in apositive mannerto the memberSmiledon acallPulled allapplicableKBarticlesRemovedthe memberfrom themiddleAcknowledgedthe reason forthe callListened tounderstandand not tojust respondMade a callout on behalfof the member#NoHomeworkRelayedinformationand confirmedthe memberunderstoodRelated tothemembersexperienceMemberexpressedsatisfactionfor yourservice today!Used ICANstatementCongratulatedsomeonetoday!Used IwillstatementWas ableto de-escalate acallAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Recapthe callin detailEmpathicto themembersituationCreatedsmall talk onthe call whileresearchingAsked "isthere anythingmore I can dofor youtoday?"AchievedFCR ona callResearchedmy inquiryand achievedFCR withoutany help!Did notput thememberon holdTookownershipAskedClarifyingquestionsRelayednegativeinformation in apositive mannerto the memberSmiledon acallPulled allapplicableKBarticlesRemovedthe memberfrom themiddleAcknowledgedthe reason forthe callListened tounderstandand not tojust respondMade a callout on behalfof the member#NoHomeworkRelayedinformationand confirmedthe memberunderstoodRelated tothemembersexperienceMemberexpressedsatisfactionfor yourservice today!Used ICANstatementCongratulatedsomeonetoday!Used IwillstatementWas ableto de-escalate acallAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Recapthe callin detailEmpathicto themembersituationCreatedsmall talk onthe call whileresearchingAsked "isthere anythingmore I can dofor youtoday?"AchievedFCR ona call

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