Talkabout ahobbyTalkaboutsportsWhat wouldbe the bestoutcome foryou today?Talk aboutfavoriteTV showHow’s theweather inyour areatoday?Have youtried anystepsalready toresolve this?I can helpyou withthis issueWould it beokay if I takea few minutesto look intothis for you?I understand thismight befrustrating — howlong have youbeen dealing withthis?Thank you foryour patience— I appreciateyou staying onthe line.I see you’re callingfrom[location/company]— how’severything goingthere?Is thereanythingspecific thatmade thesituationworse?I can hear thatthis has beenfrustrating for you— can you tellme more aboutwhat happened?Is thereanything elseyou’d like me toprioritize whileresolving this?How’syour daygoing sofar?Talk abouta familymemberI’m really sorryyou’ve had todeal with this— let’s seehow I can helpTalk aboutyourfavoritesuper heroHas thisissue beengoing onfor a while?You’reabsolutelyright to feelthis wayI want to makesure I understandeverything clearly— would youmind walking methrough it?“Do you have anyfun plans for theevening/weekend?Would youprefer acallback or tostay on the linewhile I check?Just toclarify, whendid this issuefirst start?Talkabout ahobbyTalkaboutsportsWhat wouldbe the bestoutcome foryou today?Talk aboutfavoriteTV showHow’s theweather inyour areatoday?Have youtried anystepsalready toresolve this?I can helpyou withthis issueWould it beokay if I takea few minutesto look intothis for you?I understand thismight befrustrating — howlong have youbeen dealing withthis?Thank you foryour patience— I appreciateyou staying onthe line.I see you’re callingfrom[location/company]— how’severything goingthere?Is thereanythingspecific thatmade thesituationworse?I can hear thatthis has beenfrustrating for you— can you tellme more aboutwhat happened?Is thereanything elseyou’d like me toprioritize whileresolving this?How’syour daygoing sofar?Talk abouta familymemberI’m really sorryyou’ve had todeal with this— let’s seehow I can helpTalk aboutyourfavoritesuper heroHas thisissue beengoing onfor a while?You’reabsolutelyright to feelthis wayI want to makesure I understandeverything clearly— would youmind walking methrough it?“Do you have anyfun plans for theevening/weekend?Would youprefer acallback or tostay on the linewhile I check?Just toclarify, whendid this issuefirst start?

Rapport Building - 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. Talk about a hobby
  2. Talk about sports
  3. What would be the best outcome for you today?
  4. Talk about favorite TV show
  5. How’s the weather in your area today?
  6. Have you tried any steps already to resolve this?
  7. I can help you with this issue
  8. Would it be okay if I take a few minutes to look into this for you?
  9. I understand this might be frustrating — how long have you been dealing with this?
  10. Thank you for your patience — I appreciate you staying on the line.
  11. I see you’re calling from [location/company] — how’s everything going there?
  12. Is there anything specific that made the situation worse?
  13. I can hear that this has been frustrating for you — can you tell me more about what happened?
  14. Is there anything else you’d like me to prioritize while resolving this?
  15. How’s your day going so far?
  16. Talk about a family member
  17. I’m really sorry you’ve had to deal with this — let’s see how I can help
  18. Talk about your favorite super hero
  19. Has this issue been going on for a while?
  20. You’re absolutely right to feel this way
  21. I want to make sure I understand everything clearly — would you mind walking me through it?
  22. “Do you have any fun plans for the evening/weekend?
  23. Would you prefer a callback or to stay on the line while I check?
  24. Just to clarify, when did this issue first start?