Givefeedback toa peer tobuildconnectionPass asurvey in anescalatedcallSay "I'd loveto get thisresolved foryou today"Say "youdeserve forme to hearyour side"Recognizewhen acustomer hitsyour triggerUseadvocacylanguageSay "I amso happythat we gotthis fixed"Show thecustomeryour genuineintentThank acustomerfor theirinformationUse a strongtransitionstatement todiscoverRelate to acustomer'sconcernFullydiscoverwith thecustomerUse theterm"partner"Make anangrycustomersatisfiedSell thevalue ofVerizonDe-escalatea customerthat wantsyour supShowstrongappreciationSolve anissue for arepeatcallerDiscoverpersonaldetails abouta customerUse Stop-Challenge-Focus whentriggeredUse noisesin thebackgroundto connectMake acustomerlaughSmileduringyour callMake acustomersay theylove VerizonGivefeedback toa peer tobuildconnectionPass asurvey in anescalatedcallSay "I'd loveto get thisresolved foryou today"Say "youdeserve forme to hearyour side"Recognizewhen acustomer hitsyour triggerUseadvocacylanguageSay "I amso happythat we gotthis fixed"Show thecustomeryour genuineintentThank acustomerfor theirinformationUse a strongtransitionstatement todiscoverRelate to acustomer'sconcernFullydiscoverwith thecustomerUse theterm"partner"Make anangrycustomersatisfiedSell thevalue ofVerizonDe-escalatea customerthat wantsyour supShowstrongappreciationSolve anissue for arepeatcallerDiscoverpersonaldetails abouta customerUse Stop-Challenge-Focus whentriggeredUse noisesin thebackgroundto connectMake acustomerlaughSmileduringyour callMake acustomersay theylove Verizon

CRT Escalations 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. Give feedback to a peer to build connection
  2. Pass a survey in an escalated call
  3. Say "I'd love to get this resolved for you today"
  4. Say "you deserve for me to hear your side"
  5. Recognize when a customer hits your trigger
  6. Use advocacy language
  7. Say "I am so happy that we got this fixed"
  8. Show the customer your genuine intent
  9. Thank a customer for their information
  10. Use a strong transition statement to discover
  11. Relate to a customer's concern
  12. Fully discover with the customer
  13. Use the term "partner"
  14. Make an angry customer satisfied
  15. Sell the value of Verizon
  16. De-escalate a customer that wants your sup
  17. Show strong appreciation
  18. Solve an issue for a repeat caller
  19. Discover personal details about a customer
  20. Use Stop-Challenge-Focus when triggered
  21. Use noises in the background to connect
  22. Make a customer laugh
  23. Smile during your call
  24. Make a customer say they love Verizon