Asked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesPromote thevalue: (HDapp,MyAccount,HDPP etc)Return:Advisetime framefor refundSent introwithin 1minute ofreceivingAskeddiscoveryquestionsComplimentthe cx itemon orderThanked thecustomer forchatting inUsed cxnamethroughoutchatDe-escalatedcxRelatingto thecx/to thesituationRespond tocx within 1-2minutesthroughoutchatUsedappreciationstatementsOfferedsurveyUsedemojis(more than3 in chat)ShowedEmpathythroughoutchatUpdate cxthroughoutchat whatyou aredoingSmalltalk withthe cxConfirmthere areno otherquestionsAssistedcx withplacingorderTransferring:Left privatenote in chatfor next repOfferedalternativeoptionsfor cxProvidedrecapincludingwhat you didfor the cxAssistedcx with aMAquestionAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesPromote thevalue: (HDapp,MyAccount,HDPP etc)Return:Advisetime framefor refundSent introwithin 1minute ofreceivingAskeddiscoveryquestionsComplimentthe cx itemon orderThanked thecustomer forchatting inUsed cxnamethroughoutchatDe-escalatedcxRelatingto thecx/to thesituationRespond tocx within 1-2minutesthroughoutchatUsedappreciationstatementsOfferedsurveyUsedemojis(more than3 in chat)ShowedEmpathythroughoutchatUpdate cxthroughoutchat whatyou aredoingSmalltalk withthe cxConfirmthere areno otherquestionsAssistedcx withplacingorderTransferring:Left privatenote in chatfor next repOfferedalternativeoptionsfor cxProvidedrecapincludingwhat you didfor the cxAssistedcx with aMAquestion

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