OfferedsurveyOfferedalternativeoptionsfor cxCheckingin with cxevery 3-5minutesComplimentthe cx itemon orderPromote thevalue: (HDapp,MyAccount,HDPP etc)Assistedcx with aMAquestionProvidedrecapincludingwhat you didfor the cxTransferring:Left privatenote in chatfor next repUsed cxnamethroughoutchatAssistedcx withplacingorderConfirmthere areno otherquestionsShowedEmpathythroughoutchatAskeddiscoveryquestionsSmalltalk withthe cxThanked thecustomer forchatting inDe-escalatedcxUsedappreciationstatementsUsedemojis(more than3 in chat)Asked cxhow theirday hasbeen/goingRelatingto thecx/to thesituationUpdate cxthroughoutchat whatyou aredoingSent introwithin 1minute ofreceivingRespond tocx within 1-2minutesthroughoutchatReturn:Advisetime framefor refundOfferedsurveyOfferedalternativeoptionsfor cxCheckingin with cxevery 3-5minutesComplimentthe cx itemon orderPromote thevalue: (HDapp,MyAccount,HDPP etc)Assistedcx with aMAquestionProvidedrecapincludingwhat you didfor the cxTransferring:Left privatenote in chatfor next repUsed cxnamethroughoutchatAssistedcx withplacingorderConfirmthere areno otherquestionsShowedEmpathythroughoutchatAskeddiscoveryquestionsSmalltalk withthe cxThanked thecustomer forchatting inDe-escalatedcxUsedappreciationstatementsUsedemojis(more than3 in chat)Asked cxhow theirday hasbeen/goingRelatingto thecx/to thesituationUpdate cxthroughoutchat whatyou aredoingSent introwithin 1minute ofreceivingRespond tocx within 1-2minutesthroughoutchatReturn:Advisetime framefor refund

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