EscalateAccordinlyReviewyourToolsTriggerwordsActQualityStayFriendlyMaintaingoodToneListenCheckaccounthistoryTakeOwnershipODINBeFirmEmpathizeEducateWarmTransferGoodNotesOfferCallBackRefer Topolicy guides: ContactList, HowUse thetheirnameSetyourAgendaMakesure toVerifyCheck in withCustomerevery 2MinutesDon'tDeny aSupervisorBeProactiveEscalateAccordinlyReviewyourToolsTriggerwordsActQualityStayFriendlyMaintaingoodToneListenCheckaccounthistoryTakeOwnershipODINBeFirmEmpathizeEducateWarmTransferGoodNotesOfferCallBackRefer Topolicy guides: ContactList, HowUse thetheirnameSetyourAgendaMakesure toVerifyCheck in withCustomerevery 2MinutesDon'tDeny aSupervisorBeProactive

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