(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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"___ keeps their own schedule and they're away from their phone at the moment. May I take a message?"
Thank Spanish speaker for waiting:
"Muchas gracias por esperar."
After returning from hold, "Thank you for holding"
Caller won't hang up: “I need to keep the lines open for other callers. I will ask them to call back as soon as possible."
Unlisted Employee:
"I wasn't able to reach _, but I'm happy to take a message!"
"Let me see who's available to help you with that. May I ask who's calling?"
Spanish Transfer: "No hablo español. Un momento por favor!"
Use empathy:
"Oh, goodness!" "Oh, wonderful!"
"I'm sorry to hear that."
"I'm glad you called!"
"Thanks for your patience,__ was away from their line. May I take a message?"
"Just a moment while I try the line for you!"
Use of positive guiding:
"Let me…"
"I'd be happy to…"
"I'll gladly…"
"I'd love to..."
"I'm so sorry to hear __, I understand how frustrating that could be. May I have your name/ number for a call back?
"One moment please while I try their line."
"Oh Gosh! I'm sorry to hear that. Let me see if they're available to help you with that. One moment please!"
"Everyone who can help you with that is away from the phone at the moment. May I take a message for a return call?"
Let me see who's available to help you with that, May I have your name please?
"__ would be the best person the answer your questions, let me try their line for you!"
I wish I could, but I don't have access to their schedule. I'll ask them to call you back. May I have your phone number?
"I'd be happy to ask someone to return your call. May I have your phone number?"
"Hi, this is [first name] with Ruby. I have [caller's name and information] on the line."
Solicitor closing:
"I have been asked not to accept this type of call.
Please add us to your internal Do Not Call list.
Thank you!"
"_ would be the best person to speak with about that, let me try their line for you. May I have your name please?"
"They don't use voicemail, but I am happy to ask for a call back. May I have your phone number?"
"I'd be happy to try the line for you. May I ask who's calling/ what the call is regarding?"
