Makesure toVerifyRefer Topolicy guides: ContactList, HowEmpathizeDon'tDeny aSupervisorOfferCallBackReviewyourToolsCheckaccounthistoryUse thetheirnameEducateBeProactiveQualityTakeOwnershipSetyourAgendaODINWarmTransferTriggerwordsCheck in withCustomerevery 2MinutesStayFriendlyEscalateAccordinlyActBeFirmListenGoodNotesMaintaingoodToneMakesure toVerifyRefer Topolicy guides: ContactList, HowEmpathizeDon'tDeny aSupervisorOfferCallBackReviewyourToolsCheckaccounthistoryUse thetheirnameEducateBeProactiveQualityTakeOwnershipSetyourAgendaODINWarmTransferTriggerwordsCheck in withCustomerevery 2MinutesStayFriendlyEscalateAccordinlyActBeFirmListenGoodNotesMaintaingoodTone

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