(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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Before you answer a ? make sure you understand the ?
words, body language and expression do not always match
Emotions include: body language, tone of voice, facial expressions
Ask questions to gain information
understanding is expressing empathy
how you feel affects the customer
customer experience affects every area of company
Personal conversation uses "I"
empathy is understanding customers view point
customer experience is interaction between organization and customer
Metrics measures performance
Effective communication is listening, focusing, and avoiding interuptions
CSR should follow through on promises to keep happy, build trust and improve image
Acknowledge feelings so customer can move foward
If customer can not have what they want find an alternate solution for both company and customer
Gather information before making a conclusion
Understanding demonstrates empathy
Recognize emotions to be empathic
You have every right to be angry demonstrates empathy
Good manners and courtesy send powerful message
I dont know if that will work is not welcoming
Stereotypes will cause mistreatment
customer service is assistance to people who will purchase a product
All great customer service is important
Feedback comes in surveys, social media and complaints from customers
Ethics include being honest, responsible and knowing about a product
Use policy, culture and common sense to make decisions
