acknowledgethe issueeffectivetoneshowthem youcareofferbill paymakeconversationto avoiddead airaskprobingquestionsno ACWfor 10callsstayengagedcustomerthanksyou bynamepropergreetingusepositivelanguageuseresourcesto findsolutionsoffermobilebankingpositivewordchoice"have Iresolved thereason foryour calltoday?"patienceusepersonalexperienceofferzelleoffermobiledepositthankcustomerfor theirpatienceuse theiraccount toconnectsendane-carduseemailtoolsetappropriateexpectationsset clearexpectationsown ourmistakesperfectsurveycobrowse"have a goodweek/weekend"offertextalertseducatethecustomergenuineempathybrandat endof call"thank youfor being avaluedcustomer"acknowledgethe issueeffectivetoneshowthem youcareofferbill paymakeconversationto avoiddead airaskprobingquestionsno ACWfor 10callsstayengagedcustomerthanksyou bynamepropergreetingusepositivelanguageuseresourcesto findsolutionsoffermobilebankingpositivewordchoice"have Iresolved thereason foryour calltoday?"patienceusepersonalexperienceofferzelleoffermobiledepositthankcustomerfor theirpatienceuse theiraccount toconnectsendane-carduseemailtoolsetappropriateexpectationsset clearexpectationsown ourmistakesperfectsurveycobrowse"have a goodweek/weekend"offertextalertseducatethecustomergenuineempathybrandat endof call"thank youfor being avaluedcustomer"

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