Say "I'd loveto get thisresolved foryou today"Fullydiscoverwith thecustomerShowstrongappreciationRelate to acustomer'sconcernUse theterm"partner"Say "youdeserve forme to hearyour side"Discoverpersonaldetails abouta customerSmileduringyour callUseadvocacylanguageSay "I amso happythat we gotthis fixed"Use noisesin thebackgroundto connectSell thevalue ofVerizonPass asurvey in anescalatedcallUse Stop-Challenge-Focus whentriggeredShow thecustomeryour genuineintentUse a strongtransitionstatement todiscoverMake acustomerlaughRecognizewhen acustomer hitsyour triggerMake anangrycustomersatisfiedDe-escalatea customerthat wantsyour supSolve anissue for arepeatcallerGivefeedback toa peer tobuildconnectionMake acustomersay theylove VerizonThank acustomerfor theirinformationSay "I'd loveto get thisresolved foryou today"Fullydiscoverwith thecustomerShowstrongappreciationRelate to acustomer'sconcernUse theterm"partner"Say "youdeserve forme to hearyour side"Discoverpersonaldetails abouta customerSmileduringyour callUseadvocacylanguageSay "I amso happythat we gotthis fixed"Use noisesin thebackgroundto connectSell thevalue ofVerizonPass asurvey in anescalatedcallUse Stop-Challenge-Focus whentriggeredShow thecustomeryour genuineintentUse a strongtransitionstatement todiscoverMake acustomerlaughRecognizewhen acustomer hitsyour triggerMake anangrycustomersatisfiedDe-escalatea customerthat wantsyour supSolve anissue for arepeatcallerGivefeedback toa peer tobuildconnectionMake acustomersay theylove VerizonThank acustomerfor theirinformation

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