(Print) Use this randomly generated list as your call list when playing the game. 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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I-Took extra time to ensure the customer was satisfied
O-Reported a error that affected multiple customers
O-A customer thanked you for your excellent service
O-Reached out to a customer post-issue resolution to ensure satisfaction
B-Gave a customer alternative solutions after a mistake
B-Escalated an issue early to avoid customer dissatisfaction
N-Provided feedback to improve a process
O-Proactively gave feedback to improve team performance
I-Addressed an issue caused by someone else
O-Escalated a problem to the right team
I-Took the blame for a miscommunication with a customer
G-Reached out to a customer after a long-delayed solution
B-Apologized for not meeting a customer’s expectations
O-Reached out to a customer to clarify an issue
O-Delivered bad news to a customer with full transparency
I-Gave credit to a colleague for their contribution
G-Gave the customer multiple options to solve a problem
I-Shared a lesson learned from a personal mistake
O-Volunteered to help a colleague with a difficult task
B-Managed customer frustration after an error
N-Took accountability for an upset customer even if it wasn’t your fault
N-Identified a gap in training and recommended a solution
O-Managed a customer issue that required multiple follow-ups
O-Asked for help on a difficult task
G-Made a note for future reference to avoid a recurring mistake
N-Helped a customer with a challenging request
N-Sent a follow-up email to confirm a customer was satisfied
B-Realized you gave incorrect information
B-Resolved a customer’s issue on the first call
O-Managed a difficult customer interaction with patience
G-Apologized to a customer for an internal error
G-Apologized for a misunderstanding
I-Went above and beyond to exceed customer expectations
G-Admitted you couldn’t solve a problem but found someone who could
O-Informed the customer proactively of a problem before they noticed it
N-Took time to teach a colleague how to avoid a mistake