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