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