Providedrecapincludingwhat you didfor the cxTransferring:Left privatenote in chatfor next repOfferedsurveyRespond tocx within 1-2minutesthroughoutchatPromote thevalue: (HDapp,MyAccount,HDPP etc)Complimentthe cx itemon orderShowedEmpathythroughoutchatThanked thecustomer forchatting inUpdate cxthroughoutchat whatyou aredoingCheckingin with cxevery 3-5minutesRelatingto thecx/to thesituationAsked cxhow theirday hasbeen/goingAssistedcx with aMAquestionSmalltalk withthe cxSent introwithin 1minute ofreceivingUsedemojis(more than3 in chat)Used cxnamethroughoutchatConfirmthere areno otherquestionsDe-escalatedcxOfferedalternativeoptionsfor cxAskeddiscoveryquestionsAssistedcx withplacingorderReturn:Advisetime framefor refundUsedappreciationstatementsProvidedrecapincludingwhat you didfor the cxTransferring:Left privatenote in chatfor next repOfferedsurveyRespond tocx within 1-2minutesthroughoutchatPromote thevalue: (HDapp,MyAccount,HDPP etc)Complimentthe cx itemon orderShowedEmpathythroughoutchatThanked thecustomer forchatting inUpdate cxthroughoutchat whatyou aredoingCheckingin with cxevery 3-5minutesRelatingto thecx/to thesituationAsked cxhow theirday hasbeen/goingAssistedcx with aMAquestionSmalltalk withthe cxSent introwithin 1minute ofreceivingUsedemojis(more than3 in chat)Used cxnamethroughoutchatConfirmthere areno otherquestionsDe-escalatedcxOfferedalternativeoptionsfor cxAskeddiscoveryquestionsAssistedcx withplacingorderReturn:Advisetime framefor refundUsedappreciationstatements

STAR Actions - 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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Provided recap including what you did for the cx
  2. Transferring: Left private note in chat for next rep
  3. Offered survey
  4. Respond to cx within 1-2 minutes throughout chat
  5. Promote the value: (HD app, MyAccount, HDPP etc)
  6. Compliment the cx item on order
  7. Showed Empathy throughout chat
  8. Thanked the customer for chatting in
  9. Update cx throughout chat what you are doing
  10. Checking in with cx every 3-5 minutes
  11. Relating to the cx/to the situation
  12. Asked cx how their day has been/going
  13. Assisted cx with a MA question
  14. Small talk with the cx
  15. Sent intro within 1 minute of receiving
  16. Used emojis (more than 3 in chat)
  17. Used cx name throughout chat
  18. Confirm there are no other questions
  19. De-escalated cx
  20. Offered alternative options for cx
  21. Asked discovery questions
  22. Assisted cx with placing order
  23. Return: Advise time frame for refund
  24. Used appreciation statements