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

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