Use Stop-Challenge-Focus whentriggeredMake acustomersay theylove VerizonDe-escalatea customerthat wantsyour supSay "I amso happythat we gotthis fixed"Sell thevalue ofVerizonUseadvocacylanguageFullydiscoverwith thecustomerShow thecustomeryour genuineintentSay "youdeserve forme to hearyour side"Recognizewhen acustomer hitsyour triggerUse noisesin thebackgroundto connectRelate to acustomer'sconcernThank acustomerfor theirinformationSmileduringyour callShowstrongappreciationMake acustomerlaughSolve anissue for arepeatcallerDiscoverpersonaldetails abouta customerPass asurvey in anescalatedcallSay "I'd loveto get thisresolved foryou today"Use a strongtransitionstatement todiscoverGivefeedback toa peer tobuildconnectionMake anangrycustomersatisfiedUse theterm"partner"Use Stop-Challenge-Focus whentriggeredMake acustomersay theylove VerizonDe-escalatea customerthat wantsyour supSay "I amso happythat we gotthis fixed"Sell thevalue ofVerizonUseadvocacylanguageFullydiscoverwith thecustomerShow thecustomeryour genuineintentSay "youdeserve forme to hearyour side"Recognizewhen acustomer hitsyour triggerUse noisesin thebackgroundto connectRelate to acustomer'sconcernThank acustomerfor theirinformationSmileduringyour callShowstrongappreciationMake acustomerlaughSolve anissue for arepeatcallerDiscoverpersonaldetails abouta customerPass asurvey in anescalatedcallSay "I'd loveto get thisresolved foryou today"Use a strongtransitionstatement todiscoverGivefeedback toa peer tobuildconnectionMake anangrycustomersatisfiedUse theterm"partner"

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