Clientresides inWashingtonRecappedthe callOfferedsurveyCallersnamebeginswith PUsed callersname duringthe callSentcaller alinkDemonstratedEmpathySaid“Thank youfor yourpatience”MadecallerlaughAcknowledgedreason for callGhostCallThankedcaller fortheirbusinessCallersnamebeginswith DMentionstakingvacationUsedsolutioncenterLoannumber has3consecutivedigitsClientused yournameEngagedTM orRBC forassistanceAskedcaller“How mayI Help”?ManagedfutureexpectationsWaiveda feeGave apersonalexampleHelpedwith Onlineor MobileBankingSubmittedaComplaintUsed callersname duringinteractionClientresides inWashingtonRecappedthe callOfferedsurveyCallersnamebeginswith PUsed callersname duringthe callSentcaller alinkDemonstratedEmpathySaid“Thank youfor yourpatience”MadecallerlaughAcknowledgedreason for callGhostCallThankedcaller fortheirbusinessCallersnamebeginswith DMentionstakingvacationUsedsolutioncenterLoannumber has3consecutivedigitsClientused yournameEngagedTM orRBC forassistanceAskedcaller“How mayI Help”?ManagedfutureexpectationsWaiveda feeGave apersonalexampleHelpedwith Onlineor MobileBankingSubmittedaComplaintUsed callersname duringinteraction

Words Matter - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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.


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  1. Client resides in Washington
  2. Recapped the call
  3. Offered survey
  4. Callers name begins with P
  5. Used callers name during the call
  6. Sent caller a link
  7. Demonstrated Empathy
  8. Said “Thank you for your patience”
  9. Made caller laugh
  10. Acknowledged reason for call
  11. Ghost Call
  12. Thanked caller for their business
  13. Callers name begins with D
  14. Mentions taking vacation
  15. Used solution center
  16. Loan number has 3 consecutive digits
  17. Client used your name
  18. Engaged TM or RBC for assistance
  19. Asked caller “How may I Help”?
  20. Managed future expectations
  21. Waived a fee
  22. Gave a personal example
  23. Helped with Online or Mobile Banking
  24. Submitted a Complaint
  25. Used callers name during interaction