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

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