Providedrecapincludingwhat you didfor the cxPromote thevalue: (HDapp,MyAccount,HDPP etc)Checkingin with cxevery 3-5minutesSent introwithin 1minute ofreceivingUpdate cxthroughoutchat whatyou aredoingRespond tocx within 1-2minutesthroughoutchatSmalltalk withthe cxAskeddiscoveryquestionsTransferring:Left privatenote in chatfor next repOfferedalternativeoptionsfor cxUsedemojis(more than3 in chat)OfferedsurveyThanked thecustomer forchatting inShowedEmpathythroughoutchatComplimentthe cx itemon orderAsked cxhow theirday hasbeen/goingReturn:Advisetime framefor refundAssistedcx withplacingorderRelatingto thecx/to thesituationAssistedcx with aMAquestionUsedappreciationstatementsConfirmthere areno otherquestionsUsed cxnamethroughoutchatDe-escalatedcxProvidedrecapincludingwhat you didfor the cxPromote thevalue: (HDapp,MyAccount,HDPP etc)Checkingin with cxevery 3-5minutesSent introwithin 1minute ofreceivingUpdate cxthroughoutchat whatyou aredoingRespond tocx within 1-2minutesthroughoutchatSmalltalk withthe cxAskeddiscoveryquestionsTransferring:Left privatenote in chatfor next repOfferedalternativeoptionsfor cxUsedemojis(more than3 in chat)OfferedsurveyThanked thecustomer forchatting inShowedEmpathythroughoutchatComplimentthe cx itemon orderAsked cxhow theirday hasbeen/goingReturn:Advisetime framefor refundAssistedcx withplacingorderRelatingto thecx/to thesituationAssistedcx with aMAquestionUsedappreciationstatementsConfirmthere areno otherquestionsUsed cxnamethroughoutchatDe-escalatedcx

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