(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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Make an emotional connection
Seek to understand the member's journey, leverage information available to understand where they are right now and how they got there (ie USD)
Value the member's time, recognize when the member needs a quick resolution and honor that
Walk a member through a process, providing thorough information that is relatable and easily understood
Provide simple, seamless and proactive solutions that prevent future visits
Speak in an easy to understand manner (no jargon, acronyms)
Engage in personalized conversation and use the member's name - personalize the experience
Make it easy for the member to interact with us
Speak with clarity and confidence
Send the member instructions or additional information
Show empathy
Accurately, quickly and efficiently complete a task to resolve an issue
Provide value to the member
Provide a consistent experience
Offer additional assistance where appropriate
Take ownership of the member's satisfaction - own the experience
Be genuine when offering to guide members
Flex to the member's ability to handle information
Recap actions taken on the member's account and tell the member what they can expect to happen next - text/email, loan decision, form in the mail, etc.
Control the interaction
Recommend a product or service that helps and is in line with their needs
Lead the member to online or mobile solutions
Create clever, tailored solutions that make sense for our members
