(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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Acknowledge the Customer
Appropriate Greeting
Hold Protocols
Discovery, Listening and Probing
Proper Identification
Prohibited communication
Exceptional Super Star - Customer Experience
Properly handled banking or credit card information
Cell phone procedures followed
Verification of Customer Identity
Call Transfers
Misrepresented or omitted material facts to mislead others
Tone and Professionalism
Customer Solutions
Adhered to State/Federal guidelines and Ally Policy requirements
Customer Experience Fail
Documented account clearly and accurately with all interaction
All required disclosures provided?
Took Ownership of Call
Assisted the Caller by being Confident
Appropriate Closing
If applicable, was the verbal customer complaint handled appropriately?
