Said ‘Yes’as a one-timecourtesyCheckedOpen Textfor a photoof a meterreadAsked aquestion thatresultedin a ‘Yes’ fromthe customerApologizedforsomethingregardless offaultUsed thePower UseCalculator onsaskpower.comUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Told acustomerabout theOnline EnergyAssessmentAsked aclose-endedquestionLet thecustomerknow whywithout usingan excuseIgnoredanIrritatingBehaviorUsed theProrationCalculatorPaced thecustomer:mirrored theirexpression,body languageor toneAsked anopen-endedquestionProvided acustomerwithOptionsExpressedEmpathyAdviseda customer ofoptions tosubmit monthlymeter readsReviewedthe newIncreasedConsumptionFactors guideThanked thecustomerafter theyvoiced acomplaintUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Let acustomerventUsed theCustomer’snameAsked aprobingquestion(an open-endedfollow upquestion)Activelylistened toa questionor concernDenied arequestwithout usingthe word ‘No’Said ‘Yes’as a one-timecourtesyCheckedOpen Textfor a photoof a meterreadAsked aquestion thatresultedin a ‘Yes’ fromthe customerApologizedforsomethingregardless offaultUsed thePower UseCalculator onsaskpower.comUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Told acustomerabout theOnline EnergyAssessmentAsked aclose-endedquestionLet thecustomerknow whywithout usingan excuseIgnoredanIrritatingBehaviorUsed theProrationCalculatorPaced thecustomer:mirrored theirexpression,body languageor toneAsked anopen-endedquestionProvided acustomerwithOptionsExpressedEmpathyAdviseda customer ofoptions tosubmit monthlymeter readsReviewedthe newIncreasedConsumptionFactors guideThanked thecustomerafter theyvoiced acomplaintUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Let acustomerventUsed theCustomer’snameAsked aprobingquestion(an open-endedfollow upquestion)Activelylistened toa questionor concernDenied arequestwithout usingthe word ‘No’

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