Positivetone,Apologizedsincerely,ShowedappreciationOfferedadditionalhelpResolvedissueeffectivelyProactiveproblem-solving,Followedup onrequestUsedcustomer’sname,Demonstratedknowledge,Managedtime well,Empathyshown,Confirmedinformation,Askedclarifyingquestions,Offeredself-serviceoptions,Timely callexit,Properuse ofholdProvidedalternatives,Stayedcalm andcomposed,Handledtransfersmoothly,Encouragedfeedback,Explainednextsteps,Providedaccurateinfo,Courteousgreeting,Clearinstructionsgiven,FREESPACE,Positivetone,Apologizedsincerely,ShowedappreciationOfferedadditionalhelpResolvedissueeffectivelyProactiveproblem-solving,Followedup onrequestUsedcustomer’sname,Demonstratedknowledge,Managedtime well,Empathyshown,Confirmedinformation,Askedclarifyingquestions,Offeredself-serviceoptions,Timely callexit,Properuse ofholdProvidedalternatives,Stayedcalm andcomposed,Handledtransfersmoothly,Encouragedfeedback,Explainednextsteps,Providedaccurateinfo,Courteousgreeting,Clearinstructionsgiven,FREESPACE,

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