ProvideonlineclaimstatusCommunicateclaim processRead ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)I feel significantwhen you use mypreferred namemore than onceduringconversations.Summarizecontact filenoteExplaincoverages– CALLFAILUREMake sure Iknow what toexpect andthe plan forfollow-up.Build myconfidencethrough yourknowledge andeasy tounderstandexplanations.CommunicateliabilityProvideclaimsegmentinformationFirstimpressionsmatter to me;use a warm andinvitinggreeting.Explainedrental coverageand read rentalword tracks –CALL FAILUREKnow me.Understand myperspective byasking openendedquestions.Appropriatelanguageused – CALLFAILUREIt’s importantto me toknow youare listening.Offerpost-callsurveyConfirmFacts ofLossProvideonlineclaimstatusCommunicateclaim processRead ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)I feel significantwhen you use mypreferred namemore than onceduringconversations.Summarizecontact filenoteExplaincoverages– CALLFAILUREMake sure Iknow what toexpect andthe plan forfollow-up.Build myconfidencethrough yourknowledge andeasy tounderstandexplanations.CommunicateliabilityProvideclaimsegmentinformationFirstimpressionsmatter to me;use a warm andinvitinggreeting.Explainedrental coverageand read rentalword tracks –CALL FAILUREKnow me.Understand myperspective byasking openendedquestions.Appropriatelanguageused – CALLFAILUREIt’s importantto me toknow youare listening.Offerpost-callsurveyConfirmFacts ofLoss

Customer Interaction Review (CIR) - 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. Provide online claim status
  2. Communicate claim process
  3. Read ADSP word track/Offer service options available for loss location CALL FAILURE(s)
  4. I feel significant when you use my preferred name more than once during conversations.
  5. Summarize contact file note
  6. Explain coverages – CALL FAILURE
  7. Make sure I know what to expect and the plan for follow-up.
  8. Build my confidence through your knowledge and easy to understand explanations.
  9. Communicate liability
  10. Provide claim segment information
  11. First impressions matter to me; use a warm and inviting greeting.
  12. Explained rental coverage and read rental word tracks – CALL FAILURE
  13. Know me. Understand my perspective by asking open ended questions.
  14. Appropriate language used – CALL FAILURE
  15. It’s important to me to know you are listening.
  16. Offer post-call survey
  17. Confirm Facts of Loss