(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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Listen
Tone
Restate and clarify
No need to apologize. Let me take a look.
Low customer effort
I understand the issue and will help us resolve it quickly.
All set!
I will be happy to help with that.
I know (the issue) is frustrating, let’s take a look and see what’s going on.
Help a peer - they are customers too
Focus on what we can do rather than what we can’t
Happy to help!
I hear you.
Say Thank You
Collaboration - we are all on the same team
Empathy – try to see things from the agent/customer perspective
