Confirmedinformation,Offeredself-serviceoptions,Demonstratedknowledge,FREESPACE,Providedalternatives,Providedaccurateinfo,Stayedcalm andcomposed,Encouragedfeedback,Managedtime well,Apologizedsincerely,Positivetone,Followedup onrequestUsedcustomer’sname,ShowedappreciationResolvedissueeffectivelyHandledtransfersmoothly,Courteousgreeting,Empathyshown,Askedclarifyingquestions,Timely callexit,Properuse ofholdExplainednextsteps,Clearinstructionsgiven,Proactiveproblem-solving,OfferedadditionalhelpConfirmedinformation,Offeredself-serviceoptions,Demonstratedknowledge,FREESPACE,Providedalternatives,Providedaccurateinfo,Stayedcalm andcomposed,Encouragedfeedback,Managedtime well,Apologizedsincerely,Positivetone,Followedup onrequestUsedcustomer’sname,ShowedappreciationResolvedissueeffectivelyHandledtransfersmoothly,Courteousgreeting,Empathyshown,Askedclarifyingquestions,Timely callexit,Properuse ofholdExplainednextsteps,Clearinstructionsgiven,Proactiveproblem-solving,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. Confirmed information,
  2. Offered self-service options,
  3. Demonstrated knowledge,
  4. FREE SPACE,
  5. Provided alternatives,
  6. Provided accurate info,
  7. Stayed calm and composed,
  8. Encouraged feedback,
  9. Managed time well,
  10. Apologized sincerely,
  11. Positive tone,
  12. Followed up on request
  13. Used customer’s name,
  14. Showed appreciation
  15. Resolved issue effectively
  16. Handled transfer smoothly,
  17. Courteous greeting,
  18. Empathy shown,
  19. Asked clarifying questions,
  20. Timely call exit,Proper use of hold
  21. Explained next steps,
  22. Clear instructions given,
  23. Proactive problem-solving,
  24. Offered additional help