Used theProrationCalculatorUsed thePower UseCalculator onsaskpower.comTold acustomerabout theOnline EnergyAssessmentPaced thecustomer:mirrored theirexpression,body languageor toneAsked aprobingquestion(an open-endedfollow upquestion)Adviseda customer ofoptions tosubmit monthlymeter readsUsed theCustomer’snameLet thecustomerknow whywithout usingan excuseApologizedforsomethingregardless offaultLet acustomerventIgnoredanIrritatingBehaviorDenied arequestwithout usingthe word ‘No’Asked aclose-endedquestionCheckedOpen Textfor a photoof a meterreadUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Asked anopen-endedquestionExpressedEmpathyProvided acustomerwithOptionsUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Thanked thecustomerafter theyvoiced acomplaintActivelylistened toa questionor concernReviewedthe newIncreasedConsumptionFactors guideSaid ‘Yes’as a one-timecourtesyAsked aquestion thatresultedin a ‘Yes’ fromthe customerUsed theProrationCalculatorUsed thePower UseCalculator onsaskpower.comTold acustomerabout theOnline EnergyAssessmentPaced thecustomer:mirrored theirexpression,body languageor toneAsked aprobingquestion(an open-endedfollow upquestion)Adviseda customer ofoptions tosubmit monthlymeter readsUsed theCustomer’snameLet thecustomerknow whywithout usingan excuseApologizedforsomethingregardless offaultLet acustomerventIgnoredanIrritatingBehaviorDenied arequestwithout usingthe word ‘No’Asked aclose-endedquestionCheckedOpen Textfor a photoof a meterreadUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Asked anopen-endedquestionExpressedEmpathyProvided acustomerwithOptionsUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Thanked thecustomerafter theyvoiced acomplaintActivelylistened toa questionor concernReviewedthe newIncreasedConsumptionFactors guideSaid ‘Yes’as a one-timecourtesyAsked aquestion thatresultedin a ‘Yes’ fromthe customer

Soft Skills - 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. Used the Proration Calculator
  2. Used the Power Use Calculator on saskpower.com
  3. Told a customer about the Online Energy Assessment
  4. Paced the customer: mirrored their expression, body language or tone
  5. Asked a probing question (an open-ended follow up question)
  6. Advised a customer of options to submit monthly meter reads
  7. Used the Customer’s name
  8. Let the customer know why without using an excuse
  9. Apologized for something regardless of fault
  10. Let a customer vent
  11. Ignored an Irritating Behavior
  12. Denied a request without using the word ‘No’
  13. Asked a close-ended question
  14. Checked Open Text for a photo of a meter read
  15. Used partnership language, ‘we’ instead of ‘I’ or ‘you’
  16. Asked an open-ended question
  17. Expressed Empathy
  18. Provided a customer with Options
  19. Used the Echo technique (Repeat what was said using tone to turn it into a question)
  20. Thanked the customer after they voiced a complaint
  21. Actively listened to a question or concern
  22. Reviewed the new Increased Consumption Factors guide
  23. Said ‘Yes’ as a one-time courtesy
  24. Asked a question that resulted in a ‘Yes’ from the customer