ThankcustomerforpatienceUsed Activelistening(paraphrasingprevious infocaller provided)Free!Acknowledgetheir situationearlyProvideFNOLexpectationsUsedpersonalizedEmpathyOnlyprovidesFO firstnameAcknowledgedcustomerloyaltyProvideEmpathystatementCalm, politeandprofessionaltoneUsesconfirmationstatementsReceived acustomercompliment/praiseStartsclaimprocessefficientlyUsetransitionstatementsin callEducatescallerproperly onclaimprocessSetsexpectationsfor ELproperlyThankcustomerforpatienceUsed Activelistening(paraphrasingprevious infocaller provided)Free!Acknowledgetheir situationearlyProvideFNOLexpectationsUsedpersonalizedEmpathyOnlyprovidesFO firstnameAcknowledgedcustomerloyaltyProvideEmpathystatementCalm, politeandprofessionaltoneUsesconfirmationstatementsReceived acustomercompliment/praiseStartsclaimprocessefficientlyUsetransitionstatementsin callEducatescallerproperly onclaimprocessSetsexpectationsfor ELproperly

Customer Experience Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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.


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  1. Thank customer for patience
  2. Used Active listening (paraphrasing previous info caller provided)
  3. Free!
  4. Acknowledge their situation early
  5. Provide FNOL expectations
  6. Used personalized Empathy
  7. Only provides FO first name
  8. Acknowledged customer loyalty
  9. Provide Empathy statement
  10. Calm, polite and professional tone
  11. Uses confirmation statements
  12. Received a customer compliment/praise
  13. Starts claim process efficiently
  14. Use transition statements in call
  15. Educates caller properly on claim process
  16. Sets expectations for EL properly