ProfessionalToneAsk therightquestionsDe-EscalateupsetcallerPersonalize -May I callyou (enterfirst name)?Use yourresourcesOwn thecall - I canhelp youwith.....ProperSaksGreetingCreate anatmosphereof TrustSetexpectationsand nextstepsInspireConfidence- What Ican do is...ParaphrasethecustomersneedApologizewhenappropriateIncludeCompleteNotes priorto closingthe callRecapMake aconnection/EmpathizeProvideOptionsCommunicateClearlyProperSaksClosingCourteous- Pleaseand ThankyouResolve byprovidingthe propersolutionShowPatienceActivelylisten to thecustomersneed(s)VerifytheCallerUse thecustomer nameat least 3 timesthroughout thecallProfessionalToneAsk therightquestionsDe-EscalateupsetcallerPersonalize -May I callyou (enterfirst name)?Use yourresourcesOwn thecall - I canhelp youwith.....ProperSaksGreetingCreate anatmosphereof TrustSetexpectationsand nextstepsInspireConfidence- What Ican do is...ParaphrasethecustomersneedApologizewhenappropriateIncludeCompleteNotes priorto closingthe callRecapMake aconnection/EmpathizeProvideOptionsCommunicateClearlyProperSaksClosingCourteous- Pleaseand ThankyouResolve byprovidingthe propersolutionShowPatienceActivelylisten to thecustomersneed(s)VerifytheCallerUse thecustomer nameat least 3 timesthroughout thecall

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