Offeredself-serviceoptions,ResolvedissueeffectivelyApologizedsincerely,Providedalternatives,Empathyshown,Followedup onrequestManagedtime well,Encouragedfeedback,Confirmedinformation,Usedcustomer’sname,Askedclarifyingquestions,Providedaccurateinfo,Stayedcalm andcomposed,ShowedappreciationProactiveproblem-solving,Demonstratedknowledge,Clearinstructionsgiven,Timely callexit,Properuse ofholdCourteousgreeting,FREESPACE,Explainednextsteps,Positivetone,Handledtransfersmoothly,OfferedadditionalhelpOfferedself-serviceoptions,ResolvedissueeffectivelyApologizedsincerely,Providedalternatives,Empathyshown,Followedup onrequestManagedtime well,Encouragedfeedback,Confirmedinformation,Usedcustomer’sname,Askedclarifyingquestions,Providedaccurateinfo,Stayedcalm andcomposed,ShowedappreciationProactiveproblem-solving,Demonstratedknowledge,Clearinstructionsgiven,Timely callexit,Properuse ofholdCourteousgreeting,FREESPACE,Explainednextsteps,Positivetone,Handledtransfersmoothly,Offeredadditionalhelp

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