Timely callexit,Properuse ofholdConfirmedinformation,Offeredself-serviceoptions,OfferedadditionalhelpStayedcalm andcomposed,Positivetone,Usedcustomer’sname,Apologizedsincerely,Empathyshown,Explainednextsteps,ResolvedissueeffectivelyManagedtime well,Providedaccurateinfo,FREESPACE,Proactiveproblem-solving,Encouragedfeedback,Providedalternatives,Askedclarifyingquestions,ShowedappreciationCourteousgreeting,Clearinstructionsgiven,Handledtransfersmoothly,Demonstratedknowledge,Followedup onrequestTimely callexit,Properuse ofholdConfirmedinformation,Offeredself-serviceoptions,OfferedadditionalhelpStayedcalm andcomposed,Positivetone,Usedcustomer’sname,Apologizedsincerely,Empathyshown,Explainednextsteps,ResolvedissueeffectivelyManagedtime well,Providedaccurateinfo,FREESPACE,Proactiveproblem-solving,Encouragedfeedback,Providedalternatives,Askedclarifyingquestions,ShowedappreciationCourteousgreeting,Clearinstructionsgiven,Handledtransfersmoothly,Demonstratedknowledge,Followedup onrequest

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