Offeredalternativeoptionsfor cxOfferedsurveyDe-escalatedcxUsedemojis(more than3 in chat)Transferring:Left privatenote in chatfor next repConfirmthere areno otherquestionsRelatingto thecx/to thesituationUsed cxnamethroughoutchatShowedEmpathythroughoutchatThanked thecustomer forchatting inUpdate cxthroughoutchat whatyou aredoingReturn:Advisetime framefor refundAssistedcx with aMAquestionSent introwithin 1minute ofreceivingComplimentthe cx itemon orderAssistedcx withplacingorderProvidedrecapincludingwhat you didfor the cxRespond tocx within 1-2minutesthroughoutchatAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesPromote thevalue: (HDapp,MyAccount,HDPP etc)AskeddiscoveryquestionsUsedappreciationstatementsSmalltalk withthe cxOfferedalternativeoptionsfor cxOfferedsurveyDe-escalatedcxUsedemojis(more than3 in chat)Transferring:Left privatenote in chatfor next repConfirmthere areno otherquestionsRelatingto thecx/to thesituationUsed cxnamethroughoutchatShowedEmpathythroughoutchatThanked thecustomer forchatting inUpdate cxthroughoutchat whatyou aredoingReturn:Advisetime framefor refundAssistedcx with aMAquestionSent introwithin 1minute ofreceivingComplimentthe cx itemon orderAssistedcx withplacingorderProvidedrecapincludingwhat you didfor the cxRespond tocx within 1-2minutesthroughoutchatAsked cxhow theirday hasbeen/goingCheckingin with cxevery 3-5minutesPromote thevalue: (HDapp,MyAccount,HDPP etc)AskeddiscoveryquestionsUsedappreciationstatementsSmalltalk withthe cx

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