Relatingto thecx/to thesituationTransferring:Left privatenote in chatfor next repRespond tocx within 1-2minutesthroughoutchatOfferedsurveyShowedEmpathythroughoutchatAskeddiscoveryquestionsSmalltalk withthe cxThanked thecustomer forchatting inComplimentthe cx itemon orderUsedappreciationstatementsAssistedcx with aMAquestionUsedemojis(more than3 in chat)Sent introwithin 1minute ofreceivingAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesProvidedrecapincludingwhat you didfor the cxOfferedalternativeoptionsfor cxUsed cxnamethroughoutchatReturn:Advisetime framefor refundUpdate cxthroughoutchat whatyou aredoingPromote thevalue: (HDapp,MyAccount,HDPP etc)De-escalatedcxConfirmthere areno otherquestionsAssistedcx withplacingorderRelatingto thecx/to thesituationTransferring:Left privatenote in chatfor next repRespond tocx within 1-2minutesthroughoutchatOfferedsurveyShowedEmpathythroughoutchatAskeddiscoveryquestionsSmalltalk withthe cxThanked thecustomer forchatting inComplimentthe cx itemon orderUsedappreciationstatementsAssistedcx with aMAquestionUsedemojis(more than3 in chat)Sent introwithin 1minute ofreceivingAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesProvidedrecapincludingwhat you didfor the cxOfferedalternativeoptionsfor cxUsed cxnamethroughoutchatReturn:Advisetime framefor refundUpdate cxthroughoutchat whatyou aredoingPromote thevalue: (HDapp,MyAccount,HDPP etc)De-escalatedcxConfirmthere areno otherquestionsAssistedcx withplacingorder

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