Smalltalk withthe cxRelatingto thecx/to thesituationShowedEmpathythroughoutchatComplimentthe cx itemon orderPromote thevalue: (HDapp,MyAccount,HDPP etc)Confirmthere areno otherquestionsReturn:Advisetime framefor refundTransferring:Left privatenote in chatfor next repOfferedalternativeoptionsfor cxAskeddiscoveryquestionsThanked thecustomer forchatting inAssistedcx with aMAquestionSent introwithin 1minute ofreceivingProvidedrecapincludingwhat you didfor the cxUsedemojis(more than3 in chat)Asked cxhow theirday hasbeen/goingUsed cxnamethroughoutchatAssistedcx withplacingorderDe-escalatedcxUsedappreciationstatementsCheckingin with cxevery 3-5minutesUpdate cxthroughoutchat whatyou aredoingOfferedsurveyRespond tocx within 1-2minutesthroughoutchatSmalltalk withthe cxRelatingto thecx/to thesituationShowedEmpathythroughoutchatComplimentthe cx itemon orderPromote thevalue: (HDapp,MyAccount,HDPP etc)Confirmthere areno otherquestionsReturn:Advisetime framefor refundTransferring:Left privatenote in chatfor next repOfferedalternativeoptionsfor cxAskeddiscoveryquestionsThanked thecustomer forchatting inAssistedcx with aMAquestionSent introwithin 1minute ofreceivingProvidedrecapincludingwhat you didfor the cxUsedemojis(more than3 in chat)Asked cxhow theirday hasbeen/goingUsed cxnamethroughoutchatAssistedcx withplacingorderDe-escalatedcxUsedappreciationstatementsCheckingin with cxevery 3-5minutesUpdate cxthroughoutchat whatyou aredoingOfferedsurveyRespond tocx within 1-2minutesthroughoutchat

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.


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