Focused onwhat we cando for thecustomerLead withourpersonality"Congratulationson your newaccount!Welcome to theDiscover BankFamily""Banking details canget complicated, butwe won't make it thatway. I'm here to walkyou through everystep so it's clear.""I can only imaginehow stressful it isseeing a chargeyou didn't make-let's get thislooked into rightaway""I cannot imaginewhat you aregoing throughright now. Thankyou for taking thetime to call in."restatedthecustomerinquiryHad anactionstatement "Iwill, I can""I'm sorry your card ismisplaced/lost! Iknow how scary thatcan be! I am happy tohelp today so youcan get some peaceof mind"Wasinvestedfrom start tofinish on thecallused apowerword"I appreciate thedetails youprovided. Let memake sure that Ihave everythingcorrect so I canbest assist you.""Thank you forbringing this to myattention and Iwant you to know Iam going to lookinto a solution foryou.""Thank you so muchfor choosing to reinvestyour CD. You have alot of options when itcomes to banking, andwe appreciate youchoosing DiscoverBank.""At this timewe cannot___. Whatwe can do is_____."Laughedwith thecustomer,sharing amoment.Validatedthecustomer'sfeelings"I appreciateyou takingthe time tocall intoday!""Congratulationson your CDmaturing!""I'm so sorryyou are seeingdeclines. Weare going to getto the bottom ofthis together""I can certainlyhelp with updatingyour address. Ihope the movewent smoothly foryou!""I recognize this isfrustrating and cansee this isimportant to you. Iwant to make sureI help anyway Ican today."Said "HappyBirthday" to acustomerwhose birthdayis coming upMatchedthecustomer'svibeFocused onwhat we cando for thecustomerLead withourpersonality"Congratulationson your newaccount!Welcome to theDiscover BankFamily""Banking details canget complicated, butwe won't make it thatway. I'm here to walkyou through everystep so it's clear.""I can only imaginehow stressful it isseeing a chargeyou didn't make-let's get thislooked into rightaway""I cannot imaginewhat you aregoing throughright now. Thankyou for taking thetime to call in."restatedthecustomerinquiryHad anactionstatement "Iwill, I can""I'm sorry your card ismisplaced/lost! Iknow how scary thatcan be! I am happy tohelp today so youcan get some peaceof mind"Wasinvestedfrom start tofinish on thecallused apowerword"I appreciate thedetails youprovided. Let memake sure that Ihave everythingcorrect so I canbest assist you.""Thank you forbringing this to myattention and Iwant you to know Iam going to lookinto a solution foryou.""Thank you so muchfor choosing to reinvestyour CD. You have alot of options when itcomes to banking, andwe appreciate youchoosing DiscoverBank.""At this timewe cannot___. Whatwe can do is_____."Laughedwith thecustomer,sharing amoment.Validatedthecustomer'sfeelings"I appreciateyou takingthe time tocall intoday!""Congratulationson your CDmaturing!""I'm so sorryyou are seeingdeclines. Weare going to getto the bottom ofthis together""I can certainlyhelp with updatingyour address. Ihope the movewent smoothly foryou!""I recognize this isfrustrating and cansee this isimportant to you. Iwant to make sureI help anyway Ican today."Said "HappyBirthday" to acustomerwhose birthdayis coming upMatchedthecustomer'svibe

Acknowledgement BINGO - Call List

(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.


1
O
2
O
3
B
4
I
5
O
6
O
7
G
8
G
9
I
10
B
11
B
12
B
13
B
14
O
15
N
16
G
17
I
18
G
19
N
20
I
21
N
22
G
23
I
24
N
  1. O-Focused on what we can do for the customer
  2. O-Lead with our personality
  3. B-"Congratulations on your new account! Welcome to the Discover Bank Family"
  4. I-"Banking details can get complicated, but we won't make it that way. I'm here to walk you through every step so it's clear."
  5. O-"I can only imagine how stressful it is seeing a charge you didn't make- let's get this looked into right away"
  6. O-"I cannot imagine what you are going through right now. Thank you for taking the time to call in."
  7. G-restated the customer inquiry
  8. G-Had an action statement "I will, I can"
  9. I-"I'm sorry your card is misplaced/lost! I know how scary that can be! I am happy to help today so you can get some peace of mind"
  10. B-Was invested from start to finish on the call
  11. B-used a power word
  12. B-"I appreciate the details you provided. Let me make sure that I have everything correct so I can best assist you."
  13. B-"Thank you for bringing this to my attention and I want you to know I am going to look into a solution for you."
  14. O-"Thank you so much for choosing to reinvest your CD. You have a lot of options when it comes to banking, and we appreciate you choosing Discover Bank."
  15. N-"At this time we cannot ___. What we can do is _____."
  16. G-Laughed with the customer, sharing a moment.
  17. I-Validated the customer's feelings
  18. G-"I appreciate you taking the time to call in today!"
  19. N-"Congratulations on your CD maturing!"
  20. I-"I'm so sorry you are seeing declines. We are going to get to the bottom of this together"
  21. N-"I can certainly help with updating your address. I hope the move went smoothly for you!"
  22. G-"I recognize this is frustrating and can see this is important to you. I want to make sure I help anyway I can today."
  23. I-Said "Happy Birthday" to a customer whose birthday is coming up
  24. N-Matched the customer's vibe