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