De-EscalateupsetcallerOwn thecall - I canhelp youwith.....RecapParaphrasethecustomersneedInspireConfidence- What Ican do is...Courteous- Pleaseand ThankyouUse yourresourcesVerifytheCallerProperSaksClosingPersonalize -May I callyou (enterfirst name)?Use thecustomer nameat least 3 timesthroughout thecallActivelylisten to thecustomersneed(s)IncludeCompleteNotes priorto closingthe callCreate anatmosphereof TrustAsk therightquestionsProvideOptionsApologizewhenappropriateProfessionalToneShowPatienceResolve byprovidingthe propersolutionProperSaksGreetingCommunicateClearlySetexpectationsand nextstepsMake aconnection/EmpathizeDe-EscalateupsetcallerOwn thecall - I canhelp youwith.....RecapParaphrasethecustomersneedInspireConfidence- What Ican do is...Courteous- Pleaseand ThankyouUse yourresourcesVerifytheCallerProperSaksClosingPersonalize -May I callyou (enterfirst name)?Use thecustomer nameat least 3 timesthroughout thecallActivelylisten to thecustomersneed(s)IncludeCompleteNotes priorto closingthe callCreate anatmosphereof TrustAsk therightquestionsProvideOptionsApologizewhenappropriateProfessionalToneShowPatienceResolve byprovidingthe propersolutionProperSaksGreetingCommunicateClearlySetexpectationsand nextstepsMake aconnection/Empathize

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