ProvideOptionsProfessionalToneResolve byprovidingthe propersolutionCourteous- Pleaseand ThankyouUse thecustomer nameat least 3 timesthroughout thecallParaphrasethecustomersneedActivelylisten to thecustomersneed(s)Use yourresourcesInspireConfidence- What Ican do is...De-EscalateupsetcallerShowPatienceIncludeCompleteNotes priorto closingthe callCreate anatmosphereof TrustVerifytheCallerPersonalize -May I callyou (enterfirst name)?Setexpectationsand nextstepsRecapProperSaksGreetingOwn thecall - I canhelp youwith.....ApologizewhenappropriateCommunicateClearlyAsk therightquestionsMake aconnection/EmpathizeProperSaksClosingProvideOptionsProfessionalToneResolve byprovidingthe propersolutionCourteous- Pleaseand ThankyouUse thecustomer nameat least 3 timesthroughout thecallParaphrasethecustomersneedActivelylisten to thecustomersneed(s)Use yourresourcesInspireConfidence- What Ican do is...De-EscalateupsetcallerShowPatienceIncludeCompleteNotes priorto closingthe callCreate anatmosphereof TrustVerifytheCallerPersonalize -May I callyou (enterfirst name)?Setexpectationsand nextstepsRecapProperSaksGreetingOwn thecall - I canhelp youwith.....ApologizewhenappropriateCommunicateClearlyAsk therightquestionsMake aconnection/EmpathizeProperSaksClosing

Saks Soft Skills 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. Provide Options
  2. Professional Tone
  3. Resolve by providing the proper solution
  4. Courteous - Please and Thank you
  5. Use the customer name at least 3 times throughout the call
  6. Paraphrase the customers need
  7. Actively listen to the customers need(s)
  8. Use your resources
  9. Inspire Confidence - What I can do is...
  10. De-Escalate upset caller
  11. Show Patience
  12. Include Complete Notes prior to closing the call
  13. Create an atmosphere of Trust
  14. Verify the Caller
  15. Personalize - May I call you (enter first name)?
  16. Set expectations and next steps
  17. Recap
  18. Proper Saks Greeting
  19. Own the call - I can help you with.....
  20. Apologize when appropriate
  21. Communicate Clearly
  22. Ask the right questions
  23. Make a connection / Empathize
  24. Proper Saks Closing