Guide had afitting tonefor thesituationWrite downsomething youheard on the callthat resonated withyou the most Why?Guide started aconversation withthe customer thatuncovered needs What was asked?Guide confirmedand summarizedcustomer's issuebeforetroubleshootingGuide uncoveredneeds by exploringcustomer's goalsand interestsHeard a positivechange in tone fromthe customer Be prepared todiscuss what couldhave caused thisGuideexplained thesituation in away thecustomerunderstoodHeard theguide say anownershipstatement What was it?Customer did notfeel heard Be prepared todiscuss why youmarked this boxGuide asked thecustomer open endedquestions about thebusiness or products Make note of thequestions you heardthroughoutGuiderecommended aproduct afterhearing aboutthe customer'sbusiness goalsGuide providedthe customer withnew information toconsider after anoffer was rejectedCould tell theguide was activelylistening to thecustomer Write down anexampleGuideasked forcustomer'snameHeard something thatwould make you feelgood as a customercalling into support What was it and whydo you feel this way?Heard a verbalqueue ofunderstandingfrom the guide What was it?Guide's tonewas notfitting for thesituationGuiderecommended aproduct withoutasking about thebusiness goalsCustomer wasoffered aproduct withouta promotioncodeHeard aconsultation What went good?What could havewent better?Guidehandledcustomer'sobjections toretain the saleGuideverifiedcustomer'scall backnumberHeard a negativechange in thecustomer's voice Be prepared todiscuss what youthink caused thisGuideasked aclarifyingquestionGuide had afitting tonefor thesituationWrite downsomething youheard on the callthat resonated withyou the most Why?Guide started aconversation withthe customer thatuncovered needs What was asked?Guide confirmedand summarizedcustomer's issuebeforetroubleshootingGuide uncoveredneeds by exploringcustomer's goalsand interestsHeard a positivechange in tone fromthe customer Be prepared todiscuss what couldhave caused thisGuideexplained thesituation in away thecustomerunderstoodHeard theguide say anownershipstatement What was it?Customer did notfeel heard Be prepared todiscuss why youmarked this boxGuide asked thecustomer open endedquestions about thebusiness or products Make note of thequestions you heardthroughoutGuiderecommended aproduct afterhearing aboutthe customer'sbusiness goalsGuide providedthe customer withnew information toconsider after anoffer was rejectedCould tell theguide was activelylistening to thecustomer Write down anexampleGuideasked forcustomer'snameHeard something thatwould make you feelgood as a customercalling into support What was it and whydo you feel this way?Heard a verbalqueue ofunderstandingfrom the guide What was it?Guide's tonewas notfitting for thesituationGuiderecommended aproduct withoutasking about thebusiness goalsCustomer wasoffered aproduct withouta promotioncodeHeard aconsultation What went good?What could havewent better?Guidehandledcustomer'sobjections toretain the saleGuideverifiedcustomer'scall backnumberHeard a negativechange in thecustomer's voice Be prepared todiscuss what youthink caused thisGuideasked aclarifyingquestion

Care Calls 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. Guide had a fitting tone for the situation
  2. Write down something you heard on the call that resonated with you the most Why?
  3. Guide started a conversation with the customer that uncovered needs What was asked?
  4. Guide confirmed and summarized customer's issue before troubleshooting
  5. Guide uncovered needs by exploring customer's goals and interests
  6. Heard a positive change in tone from the customer Be prepared to discuss what could have caused this
  7. Guide explained the situation in a way the customer understood
  8. Heard the guide say an ownership statement What was it?
  9. Customer did not feel heard Be prepared to discuss why you marked this box
  10. Guide asked the customer open ended questions about the business or products Make note of the questions you heard throughout
  11. Guide recommended a product after hearing about the customer's business goals
  12. Guide provided the customer with new information to consider after an offer was rejected
  13. Could tell the guide was actively listening to the customer Write down an example
  14. Guide asked for customer's name
  15. Heard something that would make you feel good as a customer calling into support What was it and why do you feel this way?
  16. Heard a verbal queue of understanding from the guide What was it?
  17. Guide's tone was not fitting for the situation
  18. Guide recommended a product without asking about the business goals
  19. Customer was offered a product without a promotion code
  20. Heard a consultation What went good? What could have went better?
  21. Guide handled customer's objections to retain the sale
  22. Guide verified customer's call back number
  23. Heard a negative change in the customer's voice Be prepared to discuss what you think caused this
  24. Guide asked a clarifying question