It’s importantto me toknow youare listening.Know me.Understand myperspective byasking openendedquestions.Read ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)Explainedrental coverageand read rentalword tracks –CALL FAILURESummarizecontact filenoteFirstimpressionsmatter to me;use a warm andinvitinggreeting.Make sure Iknow what toexpect andthe plan forfollow-up.ConfirmFacts ofLossExplaincoverages– CALLFAILUREOfferpost-callsurveyAppropriatelanguageused – CALLFAILURECommunicateclaim processI feel significantwhen you use mypreferred namemore than onceduringconversations.ProvideclaimsegmentinformationProvideonlineclaimstatusCommunicateliabilityBuild myconfidencethrough yourknowledge andeasy tounderstandexplanations.It’s importantto me toknow youare listening.Know me.Understand myperspective byasking openendedquestions.Read ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)Explainedrental coverageand read rentalword tracks –CALL FAILURESummarizecontact filenoteFirstimpressionsmatter to me;use a warm andinvitinggreeting.Make sure Iknow what toexpect andthe plan forfollow-up.ConfirmFacts ofLossExplaincoverages– CALLFAILUREOfferpost-callsurveyAppropriatelanguageused – CALLFAILURECommunicateclaim processI feel significantwhen you use mypreferred namemore than onceduringconversations.ProvideclaimsegmentinformationProvideonlineclaimstatusCommunicateliabilityBuild myconfidencethrough yourknowledge andeasy tounderstandexplanations.

Customer Interaction Review (CIR) - 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. It’s important to me to know you are listening.
  2. Know me. Understand my perspective by asking open ended questions.
  3. Read ADSP word track/Offer service options available for loss location CALL FAILURE(s)
  4. Explained rental coverage and read rental word tracks – CALL FAILURE
  5. Summarize contact file note
  6. First impressions matter to me; use a warm and inviting greeting.
  7. Make sure I know what to expect and the plan for follow-up.
  8. Confirm Facts of Loss
  9. Explain coverages – CALL FAILURE
  10. Offer post-call survey
  11. Appropriate language used – CALL FAILURE
  12. Communicate claim process
  13. I feel significant when you use my preferred name more than once during conversations.
  14. Provide claim segment information
  15. Provide online claim status
  16. Communicate liability
  17. Build my confidence through your knowledge and easy to understand explanations.