Explaincoverages– CALLFAILUREConfirmFacts ofLossMake sure Iknow what toexpect andthe plan forfollow-up.Explainedrental coverageand read rentalword tracks –CALL FAILUREFirstimpressionsmatter to me;use a warm andinvitinggreeting.CommunicateliabilityProvideonlineclaimstatusKnow me.Understand myperspective byasking openendedquestions.Offerpost-callsurveyAppropriatelanguageused – CALLFAILURERead ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)I feel significantwhen you use mypreferred namemore than onceduringconversations.Summarizecontact filenoteBuild myconfidencethrough yourknowledge andeasy tounderstandexplanations.Communicateclaim processProvideclaimsegmentinformationIt’s importantto me toknow youare listening.Explaincoverages– CALLFAILUREConfirmFacts ofLossMake sure Iknow what toexpect andthe plan forfollow-up.Explainedrental coverageand read rentalword tracks –CALL FAILUREFirstimpressionsmatter to me;use a warm andinvitinggreeting.CommunicateliabilityProvideonlineclaimstatusKnow me.Understand myperspective byasking openendedquestions.Offerpost-callsurveyAppropriatelanguageused – CALLFAILURERead ADSP wordtrack/Offer serviceoptions availablefor loss locationCALL FAILURE(s)I feel significantwhen you use mypreferred namemore than onceduringconversations.Summarizecontact filenoteBuild myconfidencethrough yourknowledge andeasy tounderstandexplanations.Communicateclaim processProvideclaimsegmentinformationIt’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. Explain coverages – CALL FAILURE
  2. Confirm Facts of Loss
  3. Make sure I know what to expect and the plan for follow-up.
  4. Explained rental coverage and read rental word tracks – CALL FAILURE
  5. First impressions matter to me; use a warm and inviting greeting.
  6. Communicate liability
  7. Provide online claim status
  8. Know me. Understand my perspective by asking open ended questions.
  9. Offer post-call survey
  10. Appropriate language used – CALL FAILURE
  11. Read ADSP word track/Offer service options available for loss location CALL FAILURE(s)
  12. I feel significant when you use my preferred name more than once during conversations.
  13. Summarize contact file note
  14. Build my confidence through your knowledge and easy to understand explanations.
  15. Communicate claim process
  16. Provide claim segment information
  17. It’s important to me to know you are listening.