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