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

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