positivewordchoiceofferzelleshowthem youcaresetappropriateexpectationsusepositivelanguagepropergreetingcustomerthanksyou bynamepatiencethankcustomerfor theirpatienceoffermobiledepositown ourmistakesperfectsurveyuse theiraccount toconnect"have Iresolved thereason foryour calltoday?"stayengagedcobrowseusepersonalexperienceaskprobingquestionssendane-carduseresourcesto findsolutionsno ACWfor 10calls"have a goodweek/weekend"useemailtooleducatethecustomereffectivetoneoffermobilebankingmakeconversationto avoiddead airbrandat endof callofferbill payoffertextalertsgenuineempathy"thank youfor being avaluedcustomer"acknowledgethe issueset clearexpectationspositivewordchoiceofferzelleshowthem youcaresetappropriateexpectationsusepositivelanguagepropergreetingcustomerthanksyou bynamepatiencethankcustomerfor theirpatienceoffermobiledepositown ourmistakesperfectsurveyuse theiraccount toconnect"have Iresolved thereason foryour calltoday?"stayengagedcobrowseusepersonalexperienceaskprobingquestionssendane-carduseresourcesto findsolutionsno ACWfor 10calls"have a goodweek/weekend"useemailtooleducatethecustomereffectivetoneoffermobilebankingmakeconversationto avoiddead airbrandat endof callofferbill payoffertextalertsgenuineempathy"thank youfor being avaluedcustomer"acknowledgethe issueset clearexpectations

CUSTOMER EXPERIENCE 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. positive word choice
  2. offer zelle
  3. show them you care
  4. set appropriate expectations
  5. use positive language
  6. proper greeting
  7. customer thanks you by name
  8. patience
  9. thank customer for their patience
  10. offer mobile deposit
  11. own our mistakes
  12. perfect survey
  13. use their account to connect
  14. "have I resolved the reason for your call today?"
  15. stay engaged
  16. co browse
  17. use personal experience
  18. ask probing questions
  19. send an e-card
  20. use resources to find solutions
  21. no ACW for 10 calls
  22. "have a good week/weekend"
  23. use email tool
  24. educate the customer
  25. effective tone
  26. offer mobile banking
  27. make conversation to avoid dead air
  28. brand at end of call
  29. offer bill pay
  30. offer text alerts
  31. genuine empathy
  32. "thank you for being a valued customer"
  33. acknowledge the issue
  34. set clear expectations