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

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