useemailtoolset clearexpectationssetappropriateexpectations"have a goodweek/weekend"patience"have Iresolved thereason foryour calltoday?"makeconversationto avoiddead airthankcustomerfor theirpatienceofferbill payusepositivelanguage"thank youfor being avaluedcustomer"perfectsurveypositivewordchoicestayengagedno ACWfor 10callsaskprobingquestionsgenuineempathypropergreetingshowthem youcareusepersonalexperienceofferzelleeducatethecustomeroffertextalertsown ourmistakesacknowledgethe issueeffectivetonecobrowsecustomerthanksyou bynamebrandat endof callsendane-cardoffermobiledeposituse theiraccount toconnectuseresourcesto findsolutionsoffermobilebankinguseemailtoolset clearexpectationssetappropriateexpectations"have a goodweek/weekend"patience"have Iresolved thereason foryour calltoday?"makeconversationto avoiddead airthankcustomerfor theirpatienceofferbill payusepositivelanguage"thank youfor being avaluedcustomer"perfectsurveypositivewordchoicestayengagedno ACWfor 10callsaskprobingquestionsgenuineempathypropergreetingshowthem youcareusepersonalexperienceofferzelleeducatethecustomeroffertextalertsown ourmistakesacknowledgethe issueeffectivetonecobrowsecustomerthanksyou bynamebrandat endof callsendane-cardoffermobiledeposituse theiraccount toconnectuseresourcesto findsolutionsoffermobilebanking

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