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

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
I
2
O
3
O
4
O
5
O
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I
7
B
8
N
9
G
10
I
11
G
12
G
13
B
14
B
15
G
16
O
17
N
18
B
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N
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B
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N
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24
G
  1. I-Validated the customer's feelings
  2. 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."
  3. O-Lead with our personality
  4. O-"I cannot imagine what you are going through right now. Thank you for taking the time to call in."
  5. O-Focused on what we can do for the customer
  6. 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"
  7. B-Was invested from start to finish on the call
  8. N-Matched the customer's vibe
  9. G-"I appreciate you taking the time to call in today!"
  10. 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."
  11. G-Had an action statement "I will, I can"
  12. G-Laughed with the customer, sharing a moment.
  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. B-"I appreciate the details you provided. Let me make sure that I have everything correct so I can best assist you."
  15. G-restated the customer inquiry
  16. O-"I can only imagine how stressful it is seeing a charge you didn't make- let's get this looked into right away"
  17. N-"At this time we cannot ___. What we can do is _____."
  18. B-used a power word
  19. N-"I can certainly help with updating your address. I hope the move went smoothly for you!"
  20. B-"Congratulations on your new account! Welcome to the Discover Bank Family"
  21. N-"Congratulations on your CD maturing!"
  22. I-Said "Happy Birthday" to a customer whose birthday is coming up
  23. I-"I'm so sorry you are seeing declines. We are going to get to the bottom of this together"
  24. 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."