Apologizedforsomethingregardless offaultLet acustomerventExpressedEmpathyAsked anopen-endedquestionSaid ‘Yes’as a one-timecourtesyPaced thecustomer:mirrored theirexpression,body languageor toneAsked aprobingquestion(an open-endedfollow upquestion)Used thePower UseCalculator onsaskpower.comAsked aclose-endedquestionTold acustomerabout theOnline EnergyAssessmentAsked aquestion thatresultedin a ‘Yes’ fromthe customerAdviseda customer ofoptions tosubmit monthlymeter readsDenied arequestwithout usingthe word ‘No’Provided acustomerwithOptionsUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Thanked thecustomerafter theyvoiced acomplaintCheckedOpen Textfor a photoof a meterreadUsed theProrationCalculatorActivelylistened toa questionor concernLet thecustomerknow whywithout usingan excuseIgnoredanIrritatingBehaviorReviewedthe newIncreasedConsumptionFactors guideUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Used theCustomer’snameApologizedforsomethingregardless offaultLet acustomerventExpressedEmpathyAsked anopen-endedquestionSaid ‘Yes’as a one-timecourtesyPaced thecustomer:mirrored theirexpression,body languageor toneAsked aprobingquestion(an open-endedfollow upquestion)Used thePower UseCalculator onsaskpower.comAsked aclose-endedquestionTold acustomerabout theOnline EnergyAssessmentAsked aquestion thatresultedin a ‘Yes’ fromthe customerAdviseda customer ofoptions tosubmit monthlymeter readsDenied arequestwithout usingthe word ‘No’Provided acustomerwithOptionsUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Thanked thecustomerafter theyvoiced acomplaintCheckedOpen Textfor a photoof a meterreadUsed theProrationCalculatorActivelylistened toa questionor concernLet thecustomerknow whywithout usingan excuseIgnoredanIrritatingBehaviorReviewedthe newIncreasedConsumptionFactors guideUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Used theCustomer’sname

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Apologized for something regardless of fault
  2. Let a customer vent
  3. Expressed Empathy
  4. Asked an open-ended question
  5. Said ‘Yes’ as a one-time courtesy
  6. Paced the customer: mirrored their expression, body language or tone
  7. Asked a probing question (an open-ended follow up question)
  8. Used the Power Use Calculator on saskpower.com
  9. Asked a close-ended question
  10. Told a customer about the Online Energy Assessment
  11. Asked a question that resulted in a ‘Yes’ from the customer
  12. Advised a customer of options to submit monthly meter reads
  13. Denied a request without using the word ‘No’
  14. Provided a customer with Options
  15. Used partnership language, ‘we’ instead of ‘I’ or ‘you’
  16. Thanked the customer after they voiced a complaint
  17. Checked Open Text for a photo of a meter read
  18. Used the Proration Calculator
  19. Actively listened to a question or concern
  20. Let the customer know why without using an excuse
  21. Ignored an Irritating Behavior
  22. Reviewed the new Increased Consumption Factors guide
  23. Used the Echo technique (Repeat what was said using tone to turn it into a question)
  24. Used the Customer’s name