Respond tofrustration“That’sunderstandable”DemonstrateEmpathyUpdateAddresschangeProvideCallRef/Act#OfferedGAKept callw/oTransferCMState "Idbe happyto assistyou"AssistRegisteringGAAcknowledgeCX Concernsw/EmpathyOfferedEmailAPSEducate/NavigationGAFaxedMedicalRequestGrp w/TGCover allCXQuestionsProvidedFirst CallResolutionApologizeforMistakeMatch CXToneAppropriatelyProvideNewClaim TATAsk "Howmay Iassist youtoday"TakeOwnership/ResolveIssueUpdateRTW/SendCMDemonstrateWillingnessto AssistApologizeCXFrustrationSend CMPFM re:NewClaimUsedgreeting"Thank youfor callingGuardian"Be Pro-activeCalmedUpsetCustomerWalkthruGAProvideIProcessTATReceivedGEMAwardStated:“Im sorryto hearthat”IncludeAttachmentsin SiebelKudossent toTLPromoteSelf-serviceGAAdjustLOV's /Call TypeFollowthruPromisedActionKeptEscalatedcallBethoroughOfferedFaxAPSProvideClaimsTATCompleteProperNotingEnd call"Its myPleasure"UsedBestPracticeAssist IVRCallbackCallAskpermission toAssist (w/oxfer CM)BeAccurate/CheckedIMSAcceptDOD/TypeoverPhoneProvideMedReviewTATHandledUrgentmatterRespond tofrustration“That’sunderstandable”DemonstrateEmpathyUpdateAddresschangeProvideCallRef/Act#OfferedGAKept callw/oTransferCMState "Idbe happyto assistyou"AssistRegisteringGAAcknowledgeCX Concernsw/EmpathyOfferedEmailAPSEducate/NavigationGAFaxedMedicalRequestGrp w/TGCover allCXQuestionsProvidedFirst CallResolutionApologizeforMistakeMatch CXToneAppropriatelyProvideNewClaim TATAsk "Howmay Iassist youtoday"TakeOwnership/ResolveIssueUpdateRTW/SendCMDemonstrateWillingnessto AssistApologizeCXFrustrationSend CMPFM re:NewClaimUsedgreeting"Thank youfor callingGuardian"Be Pro-activeCalmedUpsetCustomerWalkthruGAProvideIProcessTATReceivedGEMAwardStated:“Im sorryto hearthat”IncludeAttachmentsin SiebelKudossent toTLPromoteSelf-serviceGAAdjustLOV's /Call TypeFollowthruPromisedActionKeptEscalatedcallBethoroughOfferedFaxAPSProvideClaimsTATCompleteProperNotingEnd call"Its myPleasure"UsedBestPracticeAssist IVRCallbackCallAskpermission toAssist (w/oxfer CM)BeAccurate/CheckedIMSAcceptDOD/TypeoverPhoneProvideMedReviewTATHandledUrgentmatter

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