"Banking details canget complicated, butwe won't make it thatway. I'm here to walkyou through everystep so it's clear.""Thank you forbringing this to myattention and Iwant you to know Iam going to lookinto a solution foryou."Laughedwith thecustomer,sharing amoment.Validatedthecustomer'sfeelingsLead withourpersonality"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.""Congratulationson your CDmaturing!""I appreciate thedetails youprovided. Let memake sure that Ihave everythingcorrect so I canbest assist you."restatedthecustomerinquiryWasinvestedfrom start tofinish on thecall"I appreciateyou takingthe time tocall intoday!""Congratulationson your newaccount!Welcome to theDiscover BankFamily"Matchedthecustomer'svibe"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.""At this timewe cannot___. Whatwe can do is_____.""I can certainlyhelp with updatingyour address. Ihope the movewent smoothly foryou!""Thank you so muchfor choosing to reinvestyour CD. You have alot of options when itcomes to banking, andwe appreciate youchoosing DiscoverBank."Focused onwhat we cando for thecustomerHad 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"used apowerwordSaid "HappyBirthday" to acustomerwhose birthdayis coming up"Banking details canget complicated, butwe won't make it thatway. I'm here to walkyou through everystep so it's clear.""Thank you forbringing this to myattention and Iwant you to know Iam going to lookinto a solution foryou."Laughedwith thecustomer,sharing amoment.Validatedthecustomer'sfeelingsLead withourpersonality"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.""Congratulationson your CDmaturing!""I appreciate thedetails youprovided. Let memake sure that Ihave everythingcorrect so I canbest assist you."restatedthecustomerinquiryWasinvestedfrom start tofinish on thecall"I appreciateyou takingthe time tocall intoday!""Congratulationson your newaccount!Welcome to theDiscover BankFamily"Matchedthecustomer'svibe"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.""At this timewe cannot___. Whatwe can do is_____.""I can certainlyhelp with updatingyour address. Ihope the movewent smoothly foryou!""Thank you so muchfor choosing to reinvestyour CD. You have alot of options when itcomes to banking, andwe appreciate youchoosing DiscoverBank."Focused onwhat we cando for thecustomerHad 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"used apowerwordSaid "HappyBirthday" to acustomerwhose birthdayis coming up

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