Memberexpressedsatisfactionfor yourservice today!Used ICANstatementRecapthe callin detailAsked "isthere anythingmore I can dofor youtoday?"Empathicto themembersituationTookownershipRelayednegativeinformation in apositive mannerto the memberListened tounderstandand not tojust respondDid notput thememberon holdCreatedsmall talk onthe call whileresearchingResearchedmy inquiryand achievedFCR withoutany help!Acknowledgedthe reason forthe callRelayedinformationand confirmedthe memberunderstoodAchievedFCR ona callMade a callout on behalfof the member#NoHomeworkAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Congratulatedsomeonetoday!Related tothemembersexperienceRemovedthe memberfrom themiddlePulled allapplicableKBarticlesWas ableto de-escalate acallAskedClarifyingquestionsUsed IwillstatementSmiledon acallMemberexpressedsatisfactionfor yourservice today!Used ICANstatementRecapthe callin detailAsked "isthere anythingmore I can dofor youtoday?"Empathicto themembersituationTookownershipRelayednegativeinformation in apositive mannerto the memberListened tounderstandand not tojust respondDid notput thememberon holdCreatedsmall talk onthe call whileresearchingResearchedmy inquiryand achievedFCR withoutany help!Acknowledgedthe reason forthe callRelayedinformationand confirmedthe memberunderstoodAchievedFCR ona callMade a callout on behalfof the member#NoHomeworkAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Congratulatedsomeonetoday!Related tothemembersexperienceRemovedthe memberfrom themiddlePulled allapplicableKBarticlesWas ableto de-escalate acallAskedClarifyingquestionsUsed IwillstatementSmiledon acall

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