Assistedcx with aMAquestionSmalltalk withthe cxComplimentthe cx itemon orderTransferring:Left privatenote in chatfor next repRelatingto thecx/to thesituationUsedemojis(more than3 in chat)Providedrecapincludingwhat you didfor the cxShowedEmpathythroughoutchatOfferedalternativeoptionsfor cxUpdate cxthroughoutchat whatyou aredoingAskeddiscoveryquestionsAssistedcx withplacingorderRespond tocx within 1-2minutesthroughoutchatThanked thecustomer forchatting inAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesUsed cxnamethroughoutchatReturn:Advisetime framefor refundPromote thevalue: (HDapp,MyAccount,HDPP etc)OfferedsurveySent introwithin 1minute ofreceivingDe-escalatedcxUsedappreciationstatementsConfirmthere areno otherquestionsAssistedcx with aMAquestionSmalltalk withthe cxComplimentthe cx itemon orderTransferring:Left privatenote in chatfor next repRelatingto thecx/to thesituationUsedemojis(more than3 in chat)Providedrecapincludingwhat you didfor the cxShowedEmpathythroughoutchatOfferedalternativeoptionsfor cxUpdate cxthroughoutchat whatyou aredoingAskeddiscoveryquestionsAssistedcx withplacingorderRespond tocx within 1-2minutesthroughoutchatThanked thecustomer forchatting inAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesUsed cxnamethroughoutchatReturn:Advisetime framefor refundPromote thevalue: (HDapp,MyAccount,HDPP etc)OfferedsurveySent introwithin 1minute ofreceivingDe-escalatedcxUsedappreciationstatementsConfirmthere areno otherquestions

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