ApologizeCXFrustrationHandledUrgentmatterEducate/NavigationGAKeptEscalatedcallSend CMPFM re:NewClaimCalmedUpsetCustomerBe Pro-activeIncludeAttachmentsin SiebelProvideNewClaim TATBethoroughProvideClaimsTATUsedgreeting"Thank youfor callingGuardian"AcknowledgeCX Concernsw/EmpathyCompleteProperNotingAsk "Howmay Iassist youtoday"ProvideCallRef/Act#Askpermission toAssist (w/oxfer CM)OfferedGAOfferedFaxAPSTakeOwnership/ResolveIssueProvideIProcessTATAssistRegisteringGAUpdateRTW/SendCMMatch CXToneAppropriatelyKudossent toTLUsedBestPracticeAcceptDOD/TypeoverPhoneOfferedEmailAPSFollowthruPromisedActionEnd call"Its myPleasure"DemonstrateEmpathyKept callw/oTransferCMApologizeforMistakeUpdateAddresschangePromoteSelf-serviceGAProvideMedReviewTATState "Idbe happyto assistyou"Cover allCXQuestionsStated:“Im sorryto hearthat”WalkthruGARespond tofrustration“That’sunderstandable”AdjustLOV's /Call TypeBeAccurate/CheckedIMSFaxedMedicalRequestGrp w/TGAssist IVRCallbackCallProvidedFirst CallResolutionReceivedGEMAwardDemonstrateWillingnessto AssistApologizeCXFrustrationHandledUrgentmatterEducate/NavigationGAKeptEscalatedcallSend CMPFM re:NewClaimCalmedUpsetCustomerBe Pro-activeIncludeAttachmentsin SiebelProvideNewClaim TATBethoroughProvideClaimsTATUsedgreeting"Thank youfor callingGuardian"AcknowledgeCX Concernsw/EmpathyCompleteProperNotingAsk "Howmay Iassist youtoday"ProvideCallRef/Act#Askpermission toAssist (w/oxfer CM)OfferedGAOfferedFaxAPSTakeOwnership/ResolveIssueProvideIProcessTATAssistRegisteringGAUpdateRTW/SendCMMatch CXToneAppropriatelyKudossent toTLUsedBestPracticeAcceptDOD/TypeoverPhoneOfferedEmailAPSFollowthruPromisedActionEnd call"Its myPleasure"DemonstrateEmpathyKept callw/oTransferCMApologizeforMistakeUpdateAddresschangePromoteSelf-serviceGAProvideMedReviewTATState "Idbe happyto assistyou"Cover allCXQuestionsStated:“Im sorryto hearthat”WalkthruGARespond tofrustration“That’sunderstandable”AdjustLOV's /Call TypeBeAccurate/CheckedIMSFaxedMedicalRequestGrp w/TGAssist IVRCallbackCallProvidedFirst CallResolutionReceivedGEMAwardDemonstrateWillingnessto Assist

DI Customer Experience - 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. Apologize CX Frustration
  2. Handled Urgent matter
  3. Educate/Navigation GA
  4. Kept Escalated call
  5. Send CM PFM re: New Claim
  6. Calmed Upset Customer
  7. Be Pro-active
  8. Include Attachments in Siebel
  9. Provide New Claim TAT
  10. Be thorough
  11. Provide Claims TAT
  12. Used greeting "Thank you for calling Guardian"
  13. Acknowledge CX Concerns w/Empathy
  14. Complete Proper Noting
  15. Ask "How may I assist you today"
  16. Provide Call Ref/Act#
  17. Ask permission to Assist (w/o xfer CM)
  18. Offered GA
  19. Offered Fax APS
  20. Take Ownership/Resolve Issue
  21. Provide IProcess TAT
  22. Assist Registering GA
  23. Update RTW/Send CM
  24. Match CX Tone Appropriately
  25. Kudos sent to TL
  26. Used Best Practice
  27. Accept DOD/Type over Phone
  28. Offered Email APS
  29. Follow thru Promised Action
  30. End call "Its my Pleasure"
  31. Demonstrate Empathy
  32. Kept call w/o Transfer CM
  33. Apologize for Mistake
  34. Update Address change
  35. Promote Self-service GA
  36. Provide Med Review TAT
  37. State "Id be happy to assist you"
  38. Cover all CX Questions
  39. Stated: “Im sorry to hear that”
  40. Walk thru GA
  41. Respond to frustration “That’s understandable”
  42. Adjust LOV's / Call Type
  43. Be Accurate/Checked IMS
  44. Faxed Medical Request Grp w/TG
  45. Assist IVR Callback Call
  46. Provided First Call Resolution
  47. Received GEM Award
  48. Demonstrate Willingness to Assist