Checkedfrequently theyunderstood theinformationyou just sharedUncoveredanunperceivedneedUsed courtesyphrases:Thank you,Please, I wouldbe happy toUsedcustomer'sname ingreetingTook agenuine andsincereinterest -AppreciatedLobbymanagementduring busytimes wascompletedAskedpermission:May I suggest?,Would you likeme to?, Wouldit be ok if?Explainedthe what andthe shy oftheinteractionColleaguesaw andpicked upgarbage inparking lotRespectedcustomer'stimeOwned theproblemand tookactionForeshadowed- explainedwhat willhappen nextWaiting areain lobby wasclean andorderlyDid notuseacronymsCustomermood metermoved redto greenCoffeeand waterstationwas cleanIntroducedBranchManagerCustomerexperiencedresponsiveservice -RespectedThanked thecustomerusing theirnameWe saidwhat we willdo and did it- TrustedCreated aPositivePeak End toaninteractionRe-setcustomer'sclockUsedcustomer'sname whenthankingthem.Offeredoptions andprovidedsuggestionsCheckedfrequently theyunderstood theinformationyou just sharedUncoveredanunperceivedneedUsed courtesyphrases:Thank you,Please, I wouldbe happy toUsedcustomer'sname ingreetingTook agenuine andsincereinterest -AppreciatedLobbymanagementduring busytimes wascompletedAskedpermission:May I suggest?,Would you likeme to?, Wouldit be ok if?Explainedthe what andthe shy oftheinteractionColleaguesaw andpicked upgarbage inparking lotRespectedcustomer'stimeOwned theproblemand tookactionForeshadowed- explainedwhat willhappen nextWaiting areain lobby wasclean andorderlyDid notuseacronymsCustomermood metermoved redto greenCoffeeand waterstationwas cleanIntroducedBranchManagerCustomerexperiencedresponsiveservice -RespectedThanked thecustomerusing theirnameWe saidwhat we willdo and did it- TrustedCreated aPositivePeak End toaninteractionRe-setcustomer'sclockUsedcustomer'sname whenthankingthem.Offeredoptions andprovidedsuggestions

I Spy the ART of Customer Experience - 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. Checked frequently they understood the information you just shared
  2. Uncovered an unperceived need
  3. Used courtesy phrases: Thank you, Please, I would be happy to
  4. Used customer's name in greeting
  5. Took a genuine and sincere interest - Appreciated
  6. Lobby management during busy times was completed
  7. Asked permission: May I suggest?, Would you like me to?, Would it be ok if?
  8. Explained the what and the shy of the interaction
  9. Colleague saw and picked up garbage in parking lot
  10. Respected customer's time
  11. Owned the problem and took action
  12. Foreshadowed - explained what will happen next
  13. Waiting area in lobby was clean and orderly
  14. Did not use acronyms
  15. Customer mood meter moved red to green
  16. Coffee and water station was clean
  17. Introduced Branch Manager
  18. Customer experienced responsive service - Respected
  19. Thanked the customer using their name
  20. We said what we will do and did it - Trusted
  21. Created a Positive Peak End to an interaction
  22. Re-set customer's clock
  23. Used customer's name when thanking them.
  24. Offered options and provided suggestions