OfferedsurveyCheckingin with cxevery 3-5minutesTransferring:Left privatenote in chatfor next repUsed cxnamethroughoutchatUsedemojis(more than3 in chat)Promote thevalue: (HDapp,MyAccount,HDPP etc)Asked cxhow theirday hasbeen/goingShowedEmpathythroughoutchatComplimentthe cx itemon orderConfirmthere areno otherquestionsSent introwithin 1minute ofreceivingSmalltalk withthe cxThanked thecustomer forchatting inAskeddiscoveryquestionsUsedappreciationstatementsRelatingto thecx/to thesituationDe-escalatedcxUpdate cxthroughoutchat whatyou aredoingOfferedalternativeoptionsfor cxReturn:Advisetime framefor refundAssistedcx with aMAquestionProvidedrecapincludingwhat you didfor the cxAssistedcx withplacingorderRespond tocx within 1-2minutesthroughoutchatOfferedsurveyCheckingin with cxevery 3-5minutesTransferring:Left privatenote in chatfor next repUsed cxnamethroughoutchatUsedemojis(more than3 in chat)Promote thevalue: (HDapp,MyAccount,HDPP etc)Asked cxhow theirday hasbeen/goingShowedEmpathythroughoutchatComplimentthe cx itemon orderConfirmthere areno otherquestionsSent introwithin 1minute ofreceivingSmalltalk withthe cxThanked thecustomer forchatting inAskeddiscoveryquestionsUsedappreciationstatementsRelatingto thecx/to thesituationDe-escalatedcxUpdate cxthroughoutchat whatyou aredoingOfferedalternativeoptionsfor cxReturn:Advisetime framefor refundAssistedcx with aMAquestionProvidedrecapincludingwhat you didfor the cxAssistedcx withplacingorderRespond tocx within 1-2minutesthroughoutchat

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