Make acustomersay theylove VerizonDiscoverpersonaldetails abouta customerFullydiscoverwith thecustomerSay "youdeserve forme to hearyour side"Use a strongtransitionstatement todiscoverMake anangrycustomersatisfiedUse noisesin thebackgroundto connectSell thevalue ofVerizonSolve anissue for arepeatcallerSay "I amso happythat we gotthis fixed"ShowstrongappreciationRecognizewhen acustomer hitsyour triggerDe-escalatea customerthat wantsyour supRelate to acustomer'sconcernUse Stop-Challenge-Focus whentriggeredPass asurvey in anescalatedcallMake acustomerlaughUseadvocacylanguageSmileduringyour callUse theterm"partner"Thank acustomerfor theirinformationGivefeedback toa peer tobuildconnectionSay "I'd loveto get thisresolved foryou today"Show thecustomeryour genuineintentMake acustomersay theylove VerizonDiscoverpersonaldetails abouta customerFullydiscoverwith thecustomerSay "youdeserve forme to hearyour side"Use a strongtransitionstatement todiscoverMake anangrycustomersatisfiedUse noisesin thebackgroundto connectSell thevalue ofVerizonSolve anissue for arepeatcallerSay "I amso happythat we gotthis fixed"ShowstrongappreciationRecognizewhen acustomer hitsyour triggerDe-escalatea customerthat wantsyour supRelate to acustomer'sconcernUse Stop-Challenge-Focus whentriggeredPass asurvey in anescalatedcallMake acustomerlaughUseadvocacylanguageSmileduringyour callUse theterm"partner"Thank acustomerfor theirinformationGivefeedback toa peer tobuildconnectionSay "I'd loveto get thisresolved foryou today"Show thecustomeryour genuineintent

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