UsedpowerwordsAcknowledgethe impactthe solutionmay have onthe customerMaintain apleasanttoneOfferadditionalassistPositivelypositionDeEscalateSet holdexpectationsAsk thecustomer ifyou mayplace themon holdPitchthesurveyRecapEngageRemainconfidentShowwillingnessto assistReadordernotesAcknowledgethecustomersconcernMake notesof mainreason forthe callUseKBsClearlyexplainActivelylistenProvidebestsolutionChecknotesin DMPListen forCustomercuesAskrelevantprobingquestionsRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyUsedpowerwordsAcknowledgethe impactthe solutionmay have onthe customerMaintain apleasanttoneOfferadditionalassistPositivelypositionDeEscalateSet holdexpectationsAsk thecustomer ifyou mayplace themon holdPitchthesurveyRecapEngageRemainconfidentShowwillingnessto assistReadordernotesAcknowledgethecustomersconcernMake notesof mainreason forthe callUseKBsClearlyexplainActivelylistenProvidebestsolutionChecknotesin DMPListen forCustomercuesAskrelevantprobingquestionsRefresh yourcustomer ina timelymannerTake 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. Used power words
  2. Acknowledge the impact the solution may have on the customer
  3. Maintain a pleasant tone
  4. Offer additional assist
  5. Positively position
  6. De Escalate
  7. Set hold expectations
  8. Ask the customer if you may place them on hold
  9. Pitch the survey
  10. Recap
  11. Engage
  12. Remain confident
  13. Show willingness to assist
  14. Read order notes
  15. Acknowledge the customers concern
  16. Make notes of main reason for the call
  17. Use KBs
  18. Clearly explain
  19. Actively listen
  20. Provide best solution
  21. Check notes in DMP
  22. Listen for Customer cues
  23. Ask relevant probing questions
  24. Refresh your customer in a timely manner
  25. Take the customer along the journey