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