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

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