OfferedadditionalhelpResolvedissueeffectivelyConfirmedinformation,Handledtransfersmoothly,Proactiveproblem-solving,Positivetone,Empathyshown,Courteousgreeting,Demonstratedknowledge,Providedalternatives,Providedaccurateinfo,Managedtime well,Stayedcalm andcomposed,Offeredself-serviceoptions,Apologizedsincerely,Timely callexit,Properuse ofholdExplainednextsteps,Askedclarifyingquestions,FREESPACE,Usedcustomer’sname,Followedup onrequestEncouragedfeedback,ShowedappreciationClearinstructionsgiven,OfferedadditionalhelpResolvedissueeffectivelyConfirmedinformation,Handledtransfersmoothly,Proactiveproblem-solving,Positivetone,Empathyshown,Courteousgreeting,Demonstratedknowledge,Providedalternatives,Providedaccurateinfo,Managedtime well,Stayedcalm andcomposed,Offeredself-serviceoptions,Apologizedsincerely,Timely callexit,Properuse ofholdExplainednextsteps,Askedclarifyingquestions,FREESPACE,Usedcustomer’sname,Followedup onrequestEncouragedfeedback,ShowedappreciationClearinstructionsgiven,

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