Asked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Recapthe callin detailAchievedFCR ona callDid notput thememberon holdRelayednegativeinformation in apositive mannerto the memberUsed IwillstatementUsed ICANstatementCongratulatedsomeonetoday!AskedClarifyingquestionsPulled allapplicableKBarticlesMade a callout on behalfof the member#NoHomeworkRelayedinformationand confirmedthe memberunderstoodListened tounderstandand not tojust respondTookownershipAcknowledgedthe reason forthe callCreatedsmall talk onthe call whileresearchingAsked "isthere anythingmore I can dofor youtoday?"Researchedmy inquiryand achievedFCR withoutany help!Memberexpressedsatisfactionfor yourservice today!Smiledon acallRelated tothemembersexperienceWas ableto de-escalate acallRemovedthe memberfrom themiddleEmpathicto themembersituationAsked the memberfor feedback "Doyou have anyfeedback for metoday about theservice I providedyou?"Recapthe callin detailAchievedFCR ona callDid notput thememberon holdRelayednegativeinformation in apositive mannerto the memberUsed IwillstatementUsed ICANstatementCongratulatedsomeonetoday!AskedClarifyingquestionsPulled allapplicableKBarticlesMade a callout on behalfof the member#NoHomeworkRelayedinformationand confirmedthe memberunderstoodListened tounderstandand not tojust respondTookownershipAcknowledgedthe reason forthe callCreatedsmall talk onthe call whileresearchingAsked "isthere anythingmore I can dofor youtoday?"Researchedmy inquiryand achievedFCR withoutany help!Memberexpressedsatisfactionfor yourservice today!Smiledon acallRelated tothemembersexperienceWas ableto de-escalate acallRemovedthe memberfrom themiddleEmpathicto themembersituation

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