Relate to acustomer'sconcernMake acustomersay theylove VerizonThank acustomerfor theirinformationFullydiscoverwith thecustomerShowstrongappreciationUseadvocacylanguageShow thecustomeryour genuineintentDe-escalatea customerthat wantsyour supRecognizewhen acustomer hitsyour triggerSmileduringyour callUse a strongtransitionstatement todiscoverUse Stop-Challenge-Focus whentriggeredPass asurvey in anescalatedcallSay "I'd loveto get thisresolved foryou today"Sell thevalue ofVerizonSolve anissue for arepeatcallerSay "I amso happythat we gotthis fixed"Discoverpersonaldetails abouta customerUse noisesin thebackgroundto connectGivefeedback toa peer tobuildconnectionUse theterm"partner"Make acustomerlaughMake anangrycustomersatisfiedSay "youdeserve forme to hearyour side"Relate to acustomer'sconcernMake acustomersay theylove VerizonThank acustomerfor theirinformationFullydiscoverwith thecustomerShowstrongappreciationUseadvocacylanguageShow thecustomeryour genuineintentDe-escalatea customerthat wantsyour supRecognizewhen acustomer hitsyour triggerSmileduringyour callUse a strongtransitionstatement todiscoverUse Stop-Challenge-Focus whentriggeredPass asurvey in anescalatedcallSay "I'd loveto get thisresolved foryou today"Sell thevalue ofVerizonSolve anissue for arepeatcallerSay "I amso happythat we gotthis fixed"Discoverpersonaldetails abouta customerUse noisesin thebackgroundto connectGivefeedback toa peer tobuildconnectionUse theterm"partner"Make acustomerlaughMake anangrycustomersatisfiedSay "youdeserve forme to hearyour side"

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