Say "I amso happythat we gotthis fixed"Show thecustomeryour genuineintentGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta customerSmileduringyour callUse noisesin thebackgroundto connectFullydiscoverwith thecustomerSay "I'd loveto get thisresolved foryou today"Recognizewhen acustomer hitsyour triggerThank acustomerfor theirinformationUse Stop-Challenge-Focus whentriggeredMake acustomerlaughRelate to acustomer'sconcernUseadvocacylanguageSolve anissue for arepeatcallerUse theterm"partner"Sell thevalue ofVerizonMake anangrycustomersatisfiedDe-escalatea customerthat wantsyour supUse a strongtransitionstatement todiscoverSay "youdeserve forme to hearyour side"Pass asurvey in anescalatedcallMake acustomersay theylove VerizonShowstrongappreciationSay "I amso happythat we gotthis fixed"Show thecustomeryour genuineintentGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta customerSmileduringyour callUse noisesin thebackgroundto connectFullydiscoverwith thecustomerSay "I'd loveto get thisresolved foryou today"Recognizewhen acustomer hitsyour triggerThank acustomerfor theirinformationUse Stop-Challenge-Focus whentriggeredMake acustomerlaughRelate to acustomer'sconcernUseadvocacylanguageSolve anissue for arepeatcallerUse theterm"partner"Sell thevalue ofVerizonMake anangrycustomersatisfiedDe-escalatea customerthat wantsyour supUse a strongtransitionstatement todiscoverSay "youdeserve forme to hearyour side"Pass asurvey in anescalatedcallMake acustomersay theylove VerizonShowstrongappreciation

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