Say "I'd loveto get thisresolved foryou today"Smileduringyour callShowstrongappreciationUse noisesin thebackgroundto connectDe-escalatea customerthat wantsyour supMake anangrycustomersatisfiedSell thevalue ofVerizonUse theterm"partner"Use Stop-Challenge-Focus whentriggeredPass asurvey in anescalatedcallDiscoverpersonaldetails abouta customerShow thecustomeryour genuineintentMake acustomerlaughRelate to acustomer'sconcernMake acustomersay theylove VerizonRecognizewhen acustomer hitsyour triggerUse a strongtransitionstatement todiscoverSay "youdeserve forme to hearyour side"UseadvocacylanguageSay "I amso happythat we gotthis fixed"Thank acustomerfor theirinformationFullydiscoverwith thecustomerGivefeedback toa peer tobuildconnectionSolve anissue for arepeatcallerSay "I'd loveto get thisresolved foryou today"Smileduringyour callShowstrongappreciationUse noisesin thebackgroundto connectDe-escalatea customerthat wantsyour supMake anangrycustomersatisfiedSell thevalue ofVerizonUse theterm"partner"Use Stop-Challenge-Focus whentriggeredPass asurvey in anescalatedcallDiscoverpersonaldetails abouta customerShow thecustomeryour genuineintentMake acustomerlaughRelate to acustomer'sconcernMake acustomersay theylove VerizonRecognizewhen acustomer hitsyour triggerUse a strongtransitionstatement todiscoverSay "youdeserve forme to hearyour side"UseadvocacylanguageSay "I amso happythat we gotthis fixed"Thank acustomerfor theirinformationFullydiscoverwith thecustomerGivefeedback toa peer tobuildconnectionSolve 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. Say "I'd love to get this resolved for you today"
  2. Smile during your call
  3. Show strong appreciation
  4. Use noises in the background to connect
  5. De-escalate a customer that wants your sup
  6. Make an angry customer satisfied
  7. Sell the value of Verizon
  8. Use the term "partner"
  9. Use Stop-Challenge-Focus when triggered
  10. Pass a survey in an escalated call
  11. Discover personal details about a customer
  12. Show the customer your genuine intent
  13. Make a customer laugh
  14. Relate to a customer's concern
  15. Make a customer say they love Verizon
  16. Recognize when a customer hits your trigger
  17. Use a strong transition statement to discover
  18. Say "you deserve for me to hear your side"
  19. Use advocacy language
  20. Say "I am so happy that we got this fixed"
  21. Thank a customer for their information
  22. Fully discover with the customer
  23. Give feedback to a peer to build connection
  24. Solve an issue for a repeat caller