ExpressedEmpathyAsked anopen-endedquestionAsked aprobingquestion(an open-endedfollow upquestion)Denied arequestwithout usingthe word ‘No’Paced thecustomer:mirrored theirexpression,body languageor toneReviewedthe newIncreasedConsumptionFactors guideIgnoredanIrritatingBehaviorSaid ‘Yes’as a one-timecourtesyAsked aclose-endedquestionLet acustomerventUsed theProrationCalculatorUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Apologizedforsomethingregardless offaultAsked aquestion thatresultedin a ‘Yes’ fromthe customerAdviseda customer ofoptions tosubmit monthlymeter readsUsed thePower UseCalculator onsaskpower.comThanked thecustomerafter theyvoiced acomplaintCheckedOpen Textfor a photoof a meterreadUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Used theCustomer’snameActivelylistened toa questionor concernProvided acustomerwithOptionsLet thecustomerknow whywithout usingan excuseTold acustomerabout theOnline EnergyAssessmentExpressedEmpathyAsked anopen-endedquestionAsked aprobingquestion(an open-endedfollow upquestion)Denied arequestwithout usingthe word ‘No’Paced thecustomer:mirrored theirexpression,body languageor toneReviewedthe newIncreasedConsumptionFactors guideIgnoredanIrritatingBehaviorSaid ‘Yes’as a one-timecourtesyAsked aclose-endedquestionLet acustomerventUsed theProrationCalculatorUsedpartnershiplanguage,‘we’ insteadof ‘I’ or ‘you’Apologizedforsomethingregardless offaultAsked aquestion thatresultedin a ‘Yes’ fromthe customerAdviseda customer ofoptions tosubmit monthlymeter readsUsed thePower UseCalculator onsaskpower.comThanked thecustomerafter theyvoiced acomplaintCheckedOpen Textfor a photoof a meterreadUsed the Echotechnique(Repeat whatwas said usingtone to turn itinto a question)Used theCustomer’snameActivelylistened toa questionor concernProvided acustomerwithOptionsLet thecustomerknow whywithout usingan excuseTold acustomerabout theOnline EnergyAssessment

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