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