RecapPositivelypositionOfferadditionalassistAsk thecustomer ifyou mayplace themon holdReadordernotesRemainconfidentSet holdexpectationsChecknotesin DMPEngageDeEscalateListen forCustomercuesActivelylistenAcknowledgethe impactthe solutionmay have onthe customerClearlyexplainUsedpowerwordsAskrelevantprobingquestionsMake notesof mainreason forthe callRefresh yourcustomer ina timelymannerProvidebestsolutionPitchthesurveyUseKBsMaintain apleasanttoneShowwillingnessto assistAcknowledgethecustomersconcernTake thecustomeralong thejourneyRecapPositivelypositionOfferadditionalassistAsk thecustomer ifyou mayplace themon holdReadordernotesRemainconfidentSet holdexpectationsChecknotesin DMPEngageDeEscalateListen forCustomercuesActivelylistenAcknowledgethe impactthe solutionmay have onthe customerClearlyexplainUsedpowerwordsAskrelevantprobingquestionsMake notesof mainreason forthe callRefresh yourcustomer ina timelymannerProvidebestsolutionPitchthesurveyUseKBsMaintain apleasanttoneShowwillingnessto assistAcknowledgethecustomersconcernTake thecustomeralong thejourney

Customer Effort BINGO - 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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
  1. Recap
  2. Positively position
  3. Offer additional assist
  4. Ask the customer if you may place them on hold
  5. Read order notes
  6. Remain confident
  7. Set hold expectations
  8. Check notes in DMP
  9. Engage
  10. De Escalate
  11. Listen for Customer cues
  12. Actively listen
  13. Acknowledge the impact the solution may have on the customer
  14. Clearly explain
  15. Used power words
  16. Ask relevant probing questions
  17. Make notes of main reason for the call
  18. Refresh your customer in a timely manner
  19. Provide best solution
  20. Pitch the survey
  21. Use KBs
  22. Maintain a pleasant tone
  23. Show willingness to assist
  24. Acknowledge the customers concern
  25. Take the customer along the journey