ShowsempathyMaintainseyecontactUsescustomer’snameThanksthecustomerFree!AsksclarifyingquestionsFollows upappropriatelyApologizessincerelyListenswithoutinterruptingKeepscalmunderpressureOffersasolutionEnds ona positivenoteUsespositivelanguageProvidesalternativesGreetsthecustomerwarmlySummarizesthe issueShowsempathyMaintainseyecontactUsescustomer’snameThanksthecustomerFree!AsksclarifyingquestionsFollows upappropriatelyApologizessincerelyListenswithoutinterruptingKeepscalmunderpressureOffersasolutionEnds ona positivenoteUsespositivelanguageProvidesalternativesGreetsthecustomerwarmlySummarizesthe issue

Customer Service Excellence - 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. Shows empathy
  2. Maintains eye contact
  3. Uses customer’s name
  4. Thanks the customer
  5. Free!
  6. Asks clarifying questions
  7. Follows up appropriately
  8. Apologizes sincerely
  9. Listens without interrupting
  10. Keeps calm under pressure
  11. Offers a solution
  12. Ends on a positive note
  13. Uses positive language
  14. Provides alternatives
  15. Greets the customer warmly
  16. Summarizes the issue