ShowstrongappreciationUse Stop-Challenge-Focus whentriggeredMake acustomersay theylove VerizonDiscoverpersonaldetails abouta customerSell thevalue ofVerizonDe-escalatea customerthat wantsyour supShow thecustomeryour genuineintentMake acustomerlaughSay "youdeserve forme to hearyour side"Pass asurvey in anescalatedcallThank acustomerfor theirinformationRelate to acustomer'sconcernUse noisesin thebackgroundto connectSay "I amso happythat we gotthis fixed"Recognizewhen acustomer hitsyour triggerGivefeedback toa peer tobuildconnectionUseadvocacylanguageSay "I'd loveto get thisresolved foryou today"Smileduringyour callUse theterm"partner"Fullydiscoverwith thecustomerMake anangrycustomersatisfiedUse a strongtransitionstatement todiscoverSolve anissue for arepeatcallerShowstrongappreciationUse Stop-Challenge-Focus whentriggeredMake acustomersay theylove VerizonDiscoverpersonaldetails abouta customerSell thevalue ofVerizonDe-escalatea customerthat wantsyour supShow thecustomeryour genuineintentMake acustomerlaughSay "youdeserve forme to hearyour side"Pass asurvey in anescalatedcallThank acustomerfor theirinformationRelate to acustomer'sconcernUse noisesin thebackgroundto connectSay "I amso happythat we gotthis fixed"Recognizewhen acustomer hitsyour triggerGivefeedback toa peer tobuildconnectionUseadvocacylanguageSay "I'd loveto get thisresolved foryou today"Smileduringyour callUse theterm"partner"Fullydiscoverwith thecustomerMake anangrycustomersatisfiedUse a strongtransitionstatement todiscoverSolve anissue for arepeatcaller

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