Proactiveproblem-solving,Positivetone,Followedup onrequestAskedclarifyingquestions,Usedcustomer’sname,FREESPACE,Providedaccurateinfo,Handledtransfersmoothly,Empathyshown,OfferedadditionalhelpManagedtime well,Timely callexit,Properuse ofholdExplainednextsteps,Stayedcalm andcomposed,Offeredself-serviceoptions,Providedalternatives,Apologizedsincerely,Encouragedfeedback,Courteousgreeting,Clearinstructionsgiven,ShowedappreciationDemonstratedknowledge,Confirmedinformation,ResolvedissueeffectivelyProactiveproblem-solving,Positivetone,Followedup onrequestAskedclarifyingquestions,Usedcustomer’sname,FREESPACE,Providedaccurateinfo,Handledtransfersmoothly,Empathyshown,OfferedadditionalhelpManagedtime well,Timely callexit,Properuse ofholdExplainednextsteps,Stayedcalm andcomposed,Offeredself-serviceoptions,Providedalternatives,Apologizedsincerely,Encouragedfeedback,Courteousgreeting,Clearinstructionsgiven,ShowedappreciationDemonstratedknowledge,Confirmedinformation,Resolvedissueeffectively

Bingo Card 2: Desired Behaviors/Phrases - 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. Proactive problem-solving,
  2. Positive tone,
  3. Followed up on request
  4. Asked clarifying questions,
  5. Used customer’s name,
  6. FREE SPACE,
  7. Provided accurate info,
  8. Handled transfer smoothly,
  9. Empathy shown,
  10. Offered additional help
  11. Managed time well,
  12. Timely call exit,Proper use of hold
  13. Explained next steps,
  14. Stayed calm and composed,
  15. Offered self-service options,
  16. Provided alternatives,
  17. Apologized sincerely,
  18. Encouraged feedback,
  19. Courteous greeting,
  20. Clear instructions given,
  21. Showed appreciation
  22. Demonstrated knowledge,
  23. Confirmed information,
  24. Resolved issue effectively