OfferCallBackStayFriendlyBeFirmQualityEscalateAccordinlyCheck in withCustomerevery 2MinutesActMakesure toVerifyRefer Topolicy guides: ContactList, HowWarmTransferEducateTriggerwordsODINBeProactiveDon'tDeny aSupervisorUse thetheirnameEmpathizeListenSetyourAgendaMaintaingoodToneCheckaccounthistoryReviewyourToolsTakeOwnershipGoodNotesOfferCallBackStayFriendlyBeFirmQualityEscalateAccordinlyCheck in withCustomerevery 2MinutesActMakesure toVerifyRefer Topolicy guides: ContactList, HowWarmTransferEducateTriggerwordsODINBeProactiveDon'tDeny aSupervisorUse thetheirnameEmpathizeListenSetyourAgendaMaintaingoodToneCheckaccounthistoryReviewyourToolsTakeOwnershipGoodNotes

De Escalation - 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. Offer Call Back
  2. Stay Friendly
  3. Be Firm
  4. Quality
  5. Escalate Accordinly
  6. Check in with Customer every 2 Minutes
  7. Act
  8. Make sure to Verify
  9. Refer To policy guides : Contact List, How
  10. Warm Transfer
  11. Educate
  12. Trigger words
  13. ODIN
  14. Be Proactive
  15. Don't Deny a Supervisor
  16. Use the their name
  17. Empathize
  18. Listen
  19. Set your Agenda
  20. Maintain good Tone
  21. Check account history
  22. Review your Tools
  23. Take Ownership
  24. Good Notes