SetyourAgendaTriggerwordsQualityReviewyourToolsUse thetheirnameGoodNotesListenEscalateAccordinlyEducateMakesure toVerifyEmpathizeRefer Topolicy guides: ContactList, HowTakeOwnershipCheck in withCustomerevery 2MinutesStayFriendlyActWarmTransferODINDon'tDeny aSupervisorBeProactiveOfferCallBackBeFirmCheckaccounthistoryMaintaingoodToneSetyourAgendaTriggerwordsQualityReviewyourToolsUse thetheirnameGoodNotesListenEscalateAccordinlyEducateMakesure toVerifyEmpathizeRefer Topolicy guides: ContactList, HowTakeOwnershipCheck in withCustomerevery 2MinutesStayFriendlyActWarmTransferODINDon'tDeny aSupervisorBeProactiveOfferCallBackBeFirmCheckaccounthistoryMaintaingoodTone

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Set your Agenda
  2. Trigger words
  3. Quality
  4. Review your Tools
  5. Use the their name
  6. Good Notes
  7. Listen
  8. Escalate Accordinly
  9. Educate
  10. Make sure to Verify
  11. Empathize
  12. Refer To policy guides : Contact List, How
  13. Take Ownership
  14. Check in with Customer every 2 Minutes
  15. Stay Friendly
  16. Act
  17. Warm Transfer
  18. ODIN
  19. Don't Deny a Supervisor
  20. Be Proactive
  21. Offer Call Back
  22. Be Firm
  23. Check account history
  24. Maintain good Tone