(Print) Use this randomly generated list as your call list when playing the game. 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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O-First Contact Resolution: Resolving the customer's issue during the first interaction without the need for callbacks
B-Setting Realistic Expectations: Managing customer expectations regarding wait times or service outcomes.
O-Service Recovery: Turning a negative customer experience into a positive one.
G-Acknowledging Long Wait Times: Recognizing and apologizing for extended wait times, then providing an explanation or solution.
I-Respecting Diversity: Treating all customers with respect and cultural sensitivity.
G-Ownership: Taking responsibility for the customer's issue and seeing it through to resolution
I-Handling a Complaint: Effectively addressing and resolving a customer's complaint.
O-Effective Communication: Clearly explaining policies, procedures, or next steps to the customer.
G-Handling Difficult Customers: Successfully de-escalating a challenging customer situation.
I-Using the Customer's Name: Addressing the customer by their name during the interaction.
B-Asking for Feedback: Requesting feedback from the customer to improve service.
B-Thanking the Customer: Expressing gratitude to the customer for their business.
O-Turning Negative Feedback into Improvement: Receiving negative feedback gracefully and using it as an opportunity to improve services or processes.
N-Efficient Problem-Solving: Quickly identifying and resolving common customer issues.
N-Going the Extra Mile: Doing something unexpected to exceed the customer's expectations.
N-Active Listening: Demonstrating attentive listening skills by summarizing the customer's concern.
G-Offering Solutions: Providing solutions or alternatives to resolve the customer's issue.
I-Apologizing for Mistakes: Offering a sincere apology when the company or team makes an error.
N-Follow-Up: Checking in with the customer after the issue is resolved to ensure satisfaction.
I-Personalization: Tailoring the service to the customer's specific needs or preferences.
B-Greeting with a Smile: Welcoming a customer with a friendly and genuine smile
O-Empathy: Expressing understanding and empathy for the customer's situation.
N-Free!
G-Escalating Issues: Knowing when to escalate a complex issue to a higher authority.
B-Prompt Response: Responding to customer inquiries or requests in a timely manner.
