Setexpectationsand nextstepsDe-EscalateupsetcallerProperSaksGreetingResolve byprovidingthe propersolutionMake aconnection/EmpathizeRecapVerifytheCallerParaphrasethecustomersneedIncludeCompleteNotes priorto closingthe callUse yourresourcesApologizewhenappropriateCreate anatmosphereof TrustInspireConfidence- What Ican do is...Courteous- Pleaseand ThankyouProperSaksClosingUse thecustomer nameat least 3 timesthroughout thecallOwn thecall - I canhelp youwith.....Ask therightquestionsPersonalize -May I callyou (enterfirst name)?Activelylisten to thecustomersneed(s)ShowPatienceProvideOptionsCommunicateClearlyProfessionalToneSetexpectationsand nextstepsDe-EscalateupsetcallerProperSaksGreetingResolve byprovidingthe propersolutionMake aconnection/EmpathizeRecapVerifytheCallerParaphrasethecustomersneedIncludeCompleteNotes priorto closingthe callUse yourresourcesApologizewhenappropriateCreate anatmosphereof TrustInspireConfidence- What Ican do is...Courteous- Pleaseand ThankyouProperSaksClosingUse thecustomer nameat least 3 timesthroughout thecallOwn thecall - I canhelp youwith.....Ask therightquestionsPersonalize -May I callyou (enterfirst name)?Activelylisten to thecustomersneed(s)ShowPatienceProvideOptionsCommunicateClearlyProfessionalTone

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