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

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