OfferCallBackActTakeOwnershipGoodNotesODINEmpathizeMakesure toVerifyBeProactiveCheckaccounthistoryStayFriendlyEducateBeFirmCheck in withCustomerevery 2MinutesUse thetheirnameWarmTransferMaintaingoodToneQualityReviewyourToolsEscalateAccordinlyDon'tDeny aSupervisorTriggerwordsRefer Topolicy guides: ContactList, HowSetyourAgendaListenOfferCallBackActTakeOwnershipGoodNotesODINEmpathizeMakesure toVerifyBeProactiveCheckaccounthistoryStayFriendlyEducateBeFirmCheck in withCustomerevery 2MinutesUse thetheirnameWarmTransferMaintaingoodToneQualityReviewyourToolsEscalateAccordinlyDon'tDeny aSupervisorTriggerwordsRefer Topolicy guides: ContactList, HowSetyourAgendaListen

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