Instead ofsaying… → Trythis:“That’s not mydepartment” → “I’llconnect you withthe right person.”“Let melook intothat rightaway.”“For yoursecurity, I’llneed toverify a fewdetails.”Instead ofsaying… → Trythis:“I don’t know” →“Let me find thatout for you.”“We’re hereto supportyourfinancialgoals.”“I want tomake sureyou feelconfident inthis decision.”“We trulyvalue yourmembership.”“I cannotaccess thatwithout properverification, buthere’s what wecan do…”“Thanksfor beinga loyalmember.”Smile while youspeak for awhole call. Itchanges yourtone andwarmth.“I’mdocumentingeverything soyou don’t haveto repeatyourself.”Replace “Ithink” with“What I canshare is…” toincreaseconfidence.“That’sdefinitely notthe experiencewe want you tohave.”“Let’s focuson getting thisresolved first,then we canreview that.”“Is thereanythingelse I canassist youwith today?”Match tone toemotion. Becalm for upsetmembers,upbeat forsimple requests.“Would youlike me towalk youthrough thatstep-by-step?”“My goal is toget thisresolved foryou as quicklyas possible.”“I’veresolved thatissue. Here’swhat I did…”“Let me checkthat so Iprovide youwith the correctanswer.”Avoid jargon bypracticingtranslatingfinancial termsinto everydaylanguage.“May I haveyour nameto betterassist you?”Clarifying earlyprevents repeatcalls. Ask twoprobingquestions.Avoidinterrupting bypausing for 1–2seconds beforeresponding.Use themember’sname naturallythroughout thecall (2–3 times).“Can I ask acouple of quickquestions so Iunderstandfully?”“Just toconfirm, yourmainconcernis…?”“You’vereached theright personto help.”Instead ofsaying… → Trythis:“I can’t do that”→ “Here’s what Ican do instead…”Instead ofsaying… → Trythis:“That’s not mydepartment” → “I’llconnect you withthe right person.”“Let melook intothat rightaway.”“For yoursecurity, I’llneed toverify a fewdetails.”Instead ofsaying… → Trythis:“I don’t know” →“Let me find thatout for you.”“We’re hereto supportyourfinancialgoals.”“I want tomake sureyou feelconfident inthis decision.”“We trulyvalue yourmembership.”“I cannotaccess thatwithout properverification, buthere’s what wecan do…”“Thanksfor beinga loyalmember.”Smile while youspeak for awhole call. Itchanges yourtone andwarmth.“I’mdocumentingeverything soyou don’t haveto repeatyourself.”Replace “Ithink” with“What I canshare is…” toincreaseconfidence.“That’sdefinitely notthe experiencewe want you tohave.”“Let’s focuson getting thisresolved first,then we canreview that.”“Is thereanythingelse I canassist youwith today?”Match tone toemotion. Becalm for upsetmembers,upbeat forsimple requests.“Would youlike me towalk youthrough thatstep-by-step?”“My goal is toget thisresolved foryou as quicklyas possible.”“I’veresolved thatissue. Here’swhat I did…”“Let me checkthat so Iprovide youwith the correctanswer.”Avoid jargon bypracticingtranslatingfinancial termsinto everydaylanguage.“May I haveyour nameto betterassist you?”Clarifying earlyprevents repeatcalls. Ask twoprobingquestions.Avoidinterrupting bypausing for 1–2seconds beforeresponding.Use themember’sname naturallythroughout thecall (2–3 times).“Can I ask acouple of quickquestions so Iunderstandfully?”“Just toconfirm, yourmainconcernis…?”“You’vereached theright personto help.”Instead ofsaying… → Trythis:“I can’t do that”→ “Here’s what Ican do instead…”

Professionalism Service 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. Instead of saying… → Try this: “That’s not my department” → “I’ll connect you with the right person.”
  2. “Let me look into that right away.”
  3. “For your security, I’ll need to verify a few details.”
  4. Instead of saying… → Try this: “I don’t know” → “Let me find that out for you.”
  5. “We’re here to support your financial goals.”
  6. “I want to make sure you feel confident in this decision.”
  7. “We truly value your membership.”
  8. “I cannot access that without proper verification, but here’s what we can do…”
  9. “Thanks for being a loyal member.”
  10. Smile while you speak for a whole call. It changes your tone and warmth.
  11. “I’m documenting everything so you don’t have to repeat yourself.”
  12. Replace “I think” with “What I can share is…” to increase confidence.
  13. “That’s definitely not the experience we want you to have.”
  14. “Let’s focus on getting this resolved first, then we can review that.”
  15. “Is there anything else I can assist you with today?”
  16. Match tone to emotion. Be calm for upset members, upbeat for simple requests.
  17. “Would you like me to walk you through that step-by-step?”
  18. “My goal is to get this resolved for you as quickly as possible.”
  19. “I’ve resolved that issue. Here’s what I did…”
  20. “Let me check that so I provide you with the correct answer.”
  21. Avoid jargon by practicing translating financial terms into everyday language.
  22. “May I have your name to better assist you?”
  23. Clarifying early prevents repeat calls. Ask two probing questions.
  24. Avoid interrupting by pausing for 1–2 seconds before responding.
  25. Use the member’s name naturally throughout the call (2–3 times).
  26. “Can I ask a couple of quick questions so I understand fully?”
  27. “Just to confirm, your main concern is…?”
  28. “You’ve reached the right person to help.”
  29. Instead of saying… → Try this: “I can’t do that” → “Here’s what I can do instead…”