Have a clientask for thedirectnumber to aclinicUse the"HEARTS"method to de-escalate anupset clientCasually slip a“meow” into theconversation. (Ex.Right meow weare fully bookedbut I can get youon the waitlist)Have aclientcomplimentyouFill out 3“thank you”notes toteammatesInform 5clients ofour wellnessspecial.Client usesincorrect term fortheir petssterilization. (Spray,spayeded, nurtured,spay for males,neuter for females)Schedule aDallas/FortWorth FreeS/NLook uprecordsfor 5 petsSchedulepets withcoordinatingnamesRecommendapuppy/kittens/n packageto 3 clientsClientdoesn’tknow dogsweightClientforfeits adepositInform 3clients onhow to obtaina copy ofrecordsBook anappointmentand end thecall in 3 minsor lessEducate 5clients onour Feral Catprogram.Have acustomer try tobook a dentalfor a pet 10years or a spayfor a pet 5Havesomeoneask aboutvouchers ordiscountsSchedule 2dentals forthe sameclientMake/Take50 callsRemembering your“Why”. Write down whyyou chose to work atTCAP and put it in yourcubicle to rememberwhat motivated you towork here when timesget toughHave anowner tellyou they aregoing to belateGive walk invaccinationhours to 10clients.Client doesn’t wantto wait that long foran appointment.Recommendanother locationwith a shorter timeframe to schedule.A clienttells you apersonalstory.Schedule2 S/Ns for3 clients.Book 15appointmentsbefore noonHave a clientask if they haveto bring pet infor medicationrefillCustomerchangesmind whenasked for thedepositBook 5 dentalappoinments.Havesomeone tryto schedulea vaccineappointment.Have a clientask for thedirectnumber to aclinicUse the"HEARTS"method to de-escalate anupset clientCasually slip a“meow” into theconversation. (Ex.Right meow weare fully bookedbut I can get youon the waitlist)Have aclientcomplimentyouFill out 3“thank you”notes toteammatesInform 5clients ofour wellnessspecial.Client usesincorrect term fortheir petssterilization. (Spray,spayeded, nurtured,spay for males,neuter for females)Schedule aDallas/FortWorth FreeS/NLook uprecordsfor 5 petsSchedulepets withcoordinatingnamesRecommendapuppy/kittens/n packageto 3 clientsClientdoesn’tknow dogsweightClientforfeits adepositInform 3clients onhow to obtaina copy ofrecordsBook anappointmentand end thecall in 3 minsor lessEducate 5clients onour Feral Catprogram.Have acustomer try tobook a dentalfor a pet 10years or a spayfor a pet 5Havesomeoneask aboutvouchers ordiscountsSchedule 2dentals forthe sameclientMake/Take50 callsRemembering your“Why”. Write down whyyou chose to work atTCAP and put it in yourcubicle to rememberwhat motivated you towork here when timesget toughHave anowner tellyou they aregoing to belateGive walk invaccinationhours to 10clients.Client doesn’t wantto wait that long foran appointment.Recommendanother locationwith a shorter timeframe to schedule.A clienttells you apersonalstory.Schedule2 S/Ns for3 clients.Book 15appointmentsbefore noonHave a clientask if they haveto bring pet infor medicationrefillCustomerchangesmind whenasked for thedepositBook 5 dentalappoinments.Havesomeone tryto schedulea vaccineappointment.

TCAP BINGO - 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. Have a client ask for the direct number to a clinic
  2. Use the "HEARTS" method to de-escalate an upset client
  3. Casually slip a “meow” into the conversation. (Ex. Right meow we are fully booked but I can get you on the waitlist)
  4. Have a client compliment you
  5. Fill out 3 “thank you” notes to teammates
  6. Inform 5 clients of our wellness special.
  7. Client uses incorrect term for their pets sterilization. (Spray, spayeded, nurtured, spay for males, neuter for females)
  8. Schedule a Dallas/Fort Worth Free S/N
  9. Look up records for 5 pets
  10. Schedule pets with coordinating names
  11. Recommend a puppy/kitten s/n package to 3 clients
  12. Client doesn’t know dogs weight
  13. Client forfeits a deposit
  14. Inform 3 clients on how to obtain a copy of records
  15. Book an appointment and end the call in 3 mins or less
  16. Educate 5 clients on our Feral Cat program.
  17. Have a customer try to book a dental for a pet 10 years or a spay for a pet 5
  18. Have someone ask about vouchers or discounts
  19. Schedule 2 dentals for the same client
  20. Make/Take 50 calls
  21. Remembering your “Why”. Write down why you chose to work at TCAP and put it in your cubicle to remember what motivated you to work here when times get tough
  22. Have an owner tell you they are going to be late
  23. Give walk in vaccination hours to 10 clients.
  24. Client doesn’t want to wait that long for an appointment. Recommend another location with a shorter time frame to schedule.
  25. A client tells you a personal story.
  26. Schedule 2 S/Ns for 3 clients.
  27. Book 15 appointments before noon
  28. Have a client ask if they have to bring pet in for medication refill
  29. Customer changes mind when asked for the deposit
  30. Book 5 dental appoinments.
  31. Have someone try to schedule a vaccine appointment.