OfferedGADemonstrateWillingnessto AssistProvideIProcessTATDemonstrateEmpathyCompleteProperNotingApologizeCXFrustrationProvideNewClaim TATIncludeAttachmentsin SiebelUsedgreeting"Thank youfor callingGuardian"UpdateRTW/SendCMWalkthruGAProvideMedReviewTATAssistRegisteringGAAcceptDOD/TypeoverPhoneAdjustLOV's /Call TypeBeAccurate/CheckedIMSProvideClaimsTATMatch CXToneAppropriatelyTakeOwnership/ResolveIssueBe Pro-activeAssist IVRCallbackCallEducate/NavigationGAKeptEscalatedcallProvidedFirst CallResolutionFaxedMedicalRequestGrp w/TGOfferedEmailAPSUpdateAddresschangeState "Idbe happyto assistyou"FollowthruPromisedActionCalmedUpsetCustomerBethoroughOfferedFaxAPSUsedBestPracticeEnd call"Its myPleasure"Cover allCXQuestionsKudossent toTLProvideCallRef/Act#HandledUrgentmatterSend CMPFM re:NewClaimAcknowledgeCX Concernsw/EmpathyStated:“Im sorryto hearthat”Respond tofrustration“That’sunderstandable”ReceivedGEMAwardKept callw/oTransferCMAskpermission toAssist (w/oxfer CM)ApologizeforMistakePromoteSelf-serviceGAAsk "Howmay Iassist youtoday"OfferedGADemonstrateWillingnessto AssistProvideIProcessTATDemonstrateEmpathyCompleteProperNotingApologizeCXFrustrationProvideNewClaim TATIncludeAttachmentsin SiebelUsedgreeting"Thank youfor callingGuardian"UpdateRTW/SendCMWalkthruGAProvideMedReviewTATAssistRegisteringGAAcceptDOD/TypeoverPhoneAdjustLOV's /Call TypeBeAccurate/CheckedIMSProvideClaimsTATMatch CXToneAppropriatelyTakeOwnership/ResolveIssueBe Pro-activeAssist IVRCallbackCallEducate/NavigationGAKeptEscalatedcallProvidedFirst CallResolutionFaxedMedicalRequestGrp w/TGOfferedEmailAPSUpdateAddresschangeState "Idbe happyto assistyou"FollowthruPromisedActionCalmedUpsetCustomerBethoroughOfferedFaxAPSUsedBestPracticeEnd call"Its myPleasure"Cover allCXQuestionsKudossent toTLProvideCallRef/Act#HandledUrgentmatterSend CMPFM re:NewClaimAcknowledgeCX Concernsw/EmpathyStated:“Im sorryto hearthat”Respond tofrustration“That’sunderstandable”ReceivedGEMAwardKept callw/oTransferCMAskpermission toAssist (w/oxfer CM)ApologizeforMistakePromoteSelf-serviceGAAsk "Howmay Iassist youtoday"

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