Make anangrycustomersatisfiedUse Stop-Challenge-Focus whentriggeredDiscoverpersonaldetails abouta customerUse theterm"partner"Make acustomersay theylove VerizonGivefeedback toa peer tobuildconnectionSay "youdeserve forme to hearyour side"Use a strongtransitionstatement todiscoverUse noisesin thebackgroundto connectSay "I amso happythat we gotthis fixed"Make acustomerlaughPass asurvey in anescalatedcallRelate to acustomer'sconcernSmileduringyour callFullydiscoverwith thecustomerSay "I'd loveto get thisresolved foryou today"De-escalatea customerthat wantsyour supShow thecustomeryour genuineintentUseadvocacylanguageSolve anissue for arepeatcallerShowstrongappreciationRecognizewhen acustomer hitsyour triggerThank acustomerfor theirinformationSell thevalue ofVerizonMake anangrycustomersatisfiedUse Stop-Challenge-Focus whentriggeredDiscoverpersonaldetails abouta customerUse theterm"partner"Make acustomersay theylove VerizonGivefeedback toa peer tobuildconnectionSay "youdeserve forme to hearyour side"Use a strongtransitionstatement todiscoverUse noisesin thebackgroundto connectSay "I amso happythat we gotthis fixed"Make acustomerlaughPass asurvey in anescalatedcallRelate to acustomer'sconcernSmileduringyour callFullydiscoverwith thecustomerSay "I'd loveto get thisresolved foryou today"De-escalatea customerthat wantsyour supShow thecustomeryour genuineintentUseadvocacylanguageSolve anissue for arepeatcallerShowstrongappreciationRecognizewhen acustomer hitsyour triggerThank acustomerfor theirinformationSell thevalue ofVerizon

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