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