Promote thevalue: (HDapp,MyAccount,HDPP etc)Transferring:Left privatenote in chatfor next repRelatingto thecx/to thesituationProvidedrecapincludingwhat you didfor the cxSent introwithin 1minute ofreceivingAskeddiscoveryquestionsOfferedsurveyUsedappreciationstatementsCheckingin with cxevery 3-5minutesReturn:Advisetime framefor refundThanked thecustomer forchatting inAssistedcx withplacingorderShowedEmpathythroughoutchatDe-escalatedcxSmalltalk withthe cxAssistedcx with aMAquestionConfirmthere areno otherquestionsUsed cxnamethroughoutchatUsedemojis(more than3 in chat)Asked cxhow theirday hasbeen/goingComplimentthe cx itemon orderRespond tocx within 1-2minutesthroughoutchatOfferedalternativeoptionsfor cxUpdate cxthroughoutchat whatyou aredoingPromote thevalue: (HDapp,MyAccount,HDPP etc)Transferring:Left privatenote in chatfor next repRelatingto thecx/to thesituationProvidedrecapincludingwhat you didfor the cxSent introwithin 1minute ofreceivingAskeddiscoveryquestionsOfferedsurveyUsedappreciationstatementsCheckingin with cxevery 3-5minutesReturn:Advisetime framefor refundThanked thecustomer forchatting inAssistedcx withplacingorderShowedEmpathythroughoutchatDe-escalatedcxSmalltalk withthe cxAssistedcx with aMAquestionConfirmthere areno otherquestionsUsed cxnamethroughoutchatUsedemojis(more than3 in chat)Asked cxhow theirday hasbeen/goingComplimentthe cx itemon orderRespond tocx within 1-2minutesthroughoutchatOfferedalternativeoptionsfor cxUpdate cxthroughoutchat whatyou aredoing

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