Assistedcx with aMAquestionConfirmthere areno otherquestionsOfferedalternativeoptionsfor cxUsedemojis(more than3 in chat)Smalltalk withthe cxUsedappreciationstatementsShowedEmpathythroughoutchatCheckingin with cxevery 3-5minutesAssistedcx withplacingorderSent introwithin 1minute ofreceivingTransferring:Left privatenote in chatfor next repProvidedrecapincludingwhat you didfor the cxOfferedsurveyUsed cxnamethroughoutchatAskeddiscoveryquestionsAsked cxhow theirday hasbeen/goingRelatingto thecx/to thesituationUpdate cxthroughoutchat whatyou aredoingThanked thecustomer forchatting inComplimentthe cx itemon orderReturn:Advisetime framefor refundRespond tocx within 1-2minutesthroughoutchatDe-escalatedcxPromote thevalue: (HDapp,MyAccount,HDPP etc)Assistedcx with aMAquestionConfirmthere areno otherquestionsOfferedalternativeoptionsfor cxUsedemojis(more than3 in chat)Smalltalk withthe cxUsedappreciationstatementsShowedEmpathythroughoutchatCheckingin with cxevery 3-5minutesAssistedcx withplacingorderSent introwithin 1minute ofreceivingTransferring:Left privatenote in chatfor next repProvidedrecapincludingwhat you didfor the cxOfferedsurveyUsed cxnamethroughoutchatAskeddiscoveryquestionsAsked cxhow theirday hasbeen/goingRelatingto thecx/to thesituationUpdate cxthroughoutchat whatyou aredoingThanked thecustomer forchatting inComplimentthe cx itemon orderReturn:Advisetime framefor refundRespond tocx within 1-2minutesthroughoutchatDe-escalatedcxPromote thevalue: (HDapp,MyAccount,HDPP etc)

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