Appropriatelanguageused – CALLFAILURECommunicateclaim processSummarizecontact filenoteBuild myconfidencethrough yourknowledge andeasy tounderstandexplanations.Explainedrental coverageand read rentalword tracks –CALL FAILUREProvideonlineclaimstatusMake sure Iknow what toexpect andthe plan forfollow-up.I feel significantwhen you use mypreferred namemore than onceduringconversations.CommunicateliabilityKnow me.Understand myperspective byasking openendedquestions.Explaincoverages– CALLFAILUREConfirmFacts ofLossRead ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)Offerpost-callsurveyFirstimpressionsmatter to me;use a warm andinvitinggreeting.ProvideclaimsegmentinformationIt’s importantto me toknow youare listening.Appropriatelanguageused – CALLFAILURECommunicateclaim processSummarizecontact filenoteBuild myconfidencethrough yourknowledge andeasy tounderstandexplanations.Explainedrental coverageand read rentalword tracks –CALL FAILUREProvideonlineclaimstatusMake sure Iknow what toexpect andthe plan forfollow-up.I feel significantwhen you use mypreferred namemore than onceduringconversations.CommunicateliabilityKnow me.Understand myperspective byasking openendedquestions.Explaincoverages– CALLFAILUREConfirmFacts ofLossRead ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)Offerpost-callsurveyFirstimpressionsmatter to me;use a warm andinvitinggreeting.ProvideclaimsegmentinformationIt’s importantto me toknow youare listening.

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