CommunicateliabilityOfferpost-callsurveyExplainedrental coverageand read rentalword tracks –CALL FAILUREProvideclaimsegmentinformationExplaincoverages– CALLFAILUREFirstimpressionsmatter to me;use a warm andinvitinggreeting.Make sure Iknow what toexpect andthe plan forfollow-up.I feel significantwhen you use mypreferred namemore than onceduringconversations.Read ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)Build myconfidencethrough yourknowledge andeasy tounderstandexplanations.Summarizecontact filenoteConfirmFacts ofLossProvideonlineclaimstatusKnow me.Understand myperspective byasking openendedquestions.It’s importantto me toknow youare listening.Communicateclaim processAppropriatelanguageused – CALLFAILURECommunicateliabilityOfferpost-callsurveyExplainedrental coverageand read rentalword tracks –CALL FAILUREProvideclaimsegmentinformationExplaincoverages– CALLFAILUREFirstimpressionsmatter to me;use a warm andinvitinggreeting.Make sure Iknow what toexpect andthe plan forfollow-up.I feel significantwhen you use mypreferred namemore than onceduringconversations.Read ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)Build myconfidencethrough yourknowledge andeasy tounderstandexplanations.Summarizecontact filenoteConfirmFacts ofLossProvideonlineclaimstatusKnow me.Understand myperspective byasking openendedquestions.It’s importantto me toknow youare listening.Communicateclaim processAppropriatelanguageused – CALLFAILURE

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