Followedup onrequestExplainednextsteps,Demonstratedknowledge,Clearinstructionsgiven,Empathyshown,Providedaccurateinfo,Positivetone,Handledtransfersmoothly,Stayedcalm andcomposed,Askedclarifyingquestions,Courteousgreeting,OfferedadditionalhelpUsedcustomer’sname,Confirmedinformation,Proactiveproblem-solving,Offeredself-serviceoptions,Timely callexit,Properuse ofholdResolvedissueeffectivelyManagedtime well,Encouragedfeedback,Providedalternatives,FREESPACE,Apologizedsincerely,ShowedappreciationFollowedup onrequestExplainednextsteps,Demonstratedknowledge,Clearinstructionsgiven,Empathyshown,Providedaccurateinfo,Positivetone,Handledtransfersmoothly,Stayedcalm andcomposed,Askedclarifyingquestions,Courteousgreeting,OfferedadditionalhelpUsedcustomer’sname,Confirmedinformation,Proactiveproblem-solving,Offeredself-serviceoptions,Timely callexit,Properuse ofholdResolvedissueeffectivelyManagedtime well,Encouragedfeedback,Providedalternatives,FREESPACE,Apologizedsincerely,Showedappreciation

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