Let acustomerventUsed thePower UseCalculator onsaskpower.comPaced thecustomer:mirrored theirexpression,body languageor toneExpressedEmpathyThanked thecustomerafter theyvoiced acomplaintUsed theCustomer’snameSaid ‘Yes’as a one-timecourtesyTold acustomerabout theOnline EnergyAssessmentActivelylistened toa questionor concernAsked aquestion thatresultedin a ‘Yes’ fromthe customerUsed theProrationCalculatorApologizedforsomethingregardless offaultLet thecustomerknow whywithout usingan excuseCheckedOpen Textfor a photoof a meterreadAdviseda customer ofoptions tosubmit monthlymeter readsAsked aprobingquestion(an open-endedfollow upquestion)IgnoredanIrritatingBehaviorAsked anopen-endedquestionProvided acustomerwithOptionsAsked aclose-endedquestionReviewedthe newIncreasedConsumptionFactors guideDenied arequestwithout usingthe word ‘No’Used the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Usedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Let acustomerventUsed thePower UseCalculator onsaskpower.comPaced thecustomer:mirrored theirexpression,body languageor toneExpressedEmpathyThanked thecustomerafter theyvoiced acomplaintUsed theCustomer’snameSaid ‘Yes’as a one-timecourtesyTold acustomerabout theOnline EnergyAssessmentActivelylistened toa questionor concernAsked aquestion thatresultedin a ‘Yes’ fromthe customerUsed theProrationCalculatorApologizedforsomethingregardless offaultLet thecustomerknow whywithout usingan excuseCheckedOpen Textfor a photoof a meterreadAdviseda customer ofoptions tosubmit monthlymeter readsAsked aprobingquestion(an open-endedfollow upquestion)IgnoredanIrritatingBehaviorAsked anopen-endedquestionProvided acustomerwithOptionsAsked aclose-endedquestionReviewedthe newIncreasedConsumptionFactors guideDenied arequestwithout usingthe word ‘No’Used the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Usedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’

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