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