Say "I amso happythat we gotthis fixed"Recognizewhen acustomer hitsyour triggerSay "I'd loveto get thisresolved foryou today"Fullydiscoverwith thecustomerMake anangrycustomersatisfiedPass asurvey in anescalatedcallGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta customerThank acustomerfor theirinformationShowstrongappreciationSmileduringyour callUse noisesin thebackgroundto connectUseadvocacylanguageSay "youdeserve forme to hearyour side"Solve anissue for arepeatcallerUse Stop-Challenge-Focus whentriggeredSell thevalue ofVerizonDe-escalatea customerthat wantsyour supRelate to acustomer'sconcernUse theterm"partner"Use a strongtransitionstatement todiscoverMake acustomersay theylove VerizonShow thecustomeryour genuineintentMake acustomerlaughSay "I amso happythat we gotthis fixed"Recognizewhen acustomer hitsyour triggerSay "I'd loveto get thisresolved foryou today"Fullydiscoverwith thecustomerMake anangrycustomersatisfiedPass asurvey in anescalatedcallGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta customerThank acustomerfor theirinformationShowstrongappreciationSmileduringyour callUse noisesin thebackgroundto connectUseadvocacylanguageSay "youdeserve forme to hearyour side"Solve anissue for arepeatcallerUse Stop-Challenge-Focus whentriggeredSell thevalue ofVerizonDe-escalatea customerthat wantsyour supRelate to acustomer'sconcernUse theterm"partner"Use a strongtransitionstatement todiscoverMake acustomersay theylove VerizonShow thecustomeryour genuineintentMake acustomerlaugh

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