"Thank youfor taking thetime to speakwith me.""HappyBirthday!"Advise customerof when they canapply for increaseif dissatisfied withcredit lineTake anapplicationover thephoneApologizewhensomethinggoes wrongCompletea balancetransfer fora customerUse cardbenefitspecific tocustomersneeds"Good luckwith yourupcomingschoolsemester!"Refer acustomer to thewebsite whenthey wantfinancial advice"I'm happyI was ableto assistyou today.""Thank youfor being aloyal cardmember.""Congratulations!You've beenapproved."PrewelcomewhenrequestingdocsRefer tocustomerby nameSet theexpectationwhen placingcustomer onhold (2 to 3minutes)"It is my goalto get you adecisiontoday.""Thank youfor taking thetime to sendusdocuments.""Congratulationson youracceptance tocollege!"Encourageapplicant toreapply in thefuture if theyare denied"I am sorryabout yourexperiencewith theprevious call."Walk acustomerthroughuploadingdocuments"Thankyou forchoosingDiscover.""It was apleasurespeakingwith youtoday!""I apologizeyou're havingto go throughthis."Use newIntroductionscriptUse oneof the newclosingscripts"Congratulationson your recentmove.""Thank youfor taking thetime to speakwith me.""HappyBirthday!"Advise customerof when they canapply for increaseif dissatisfied withcredit lineTake anapplicationover thephoneApologizewhensomethinggoes wrongCompletea balancetransfer fora customerUse cardbenefitspecific tocustomersneeds"Good luckwith yourupcomingschoolsemester!"Refer acustomer to thewebsite whenthey wantfinancial advice"I'm happyI was ableto assistyou today.""Thank youfor being aloyal cardmember.""Congratulations!You've beenapproved."PrewelcomewhenrequestingdocsRefer tocustomerby nameSet theexpectationwhen placingcustomer onhold (2 to 3minutes)"It is my goalto get you adecisiontoday.""Thank youfor taking thetime to sendusdocuments.""Congratulationson youracceptance tocollege!"Encourageapplicant toreapply in thefuture if theyare denied"I am sorryabout yourexperiencewith theprevious call."Walk acustomerthroughuploadingdocuments"Thankyou forchoosingDiscover.""It was apleasurespeakingwith youtoday!""I apologizeyou're havingto go throughthis."Use newIntroductionscriptUse oneof the newclosingscripts"Congratulationson your recentmove."

CUSTOMER CARE 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. "Thank you for taking the time to speak with me."
  2. "Happy Birthday!"
  3. Advise customer of when they can apply for increase if dissatisfied with credit line
  4. Take an application over the phone
  5. Apologize when something goes wrong
  6. Complete a balance transfer for a customer
  7. Use card benefit specific to customers needs
  8. "Good luck with your upcoming school semester!"
  9. Refer a customer to the website when they want financial advice
  10. "I'm happy I was able to assist you today."
  11. "Thank you for being a loyal card member."
  12. "Congratulations! You've been approved."
  13. Prewelcome when requesting docs
  14. Refer to customer by name
  15. Set the expectation when placing customer on hold (2 to 3 minutes)
  16. "It is my goal to get you a decision today."
  17. "Thank you for taking the time to send us documents."
  18. "Congratulations on your acceptance to college!"
  19. Encourage applicant to reapply in the future if they are denied
  20. "I am sorry about your experience with the previous call."
  21. Walk a customer through uploading documents
  22. "Thank you for choosing Discover."
  23. "It was a pleasure speaking with you today!"
  24. "I apologize you're having to go through this."
  25. Use new Introduction script
  26. Use one of the new closing scripts
  27. "Congratulations on your recent move."