(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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Engage
Recap
Check notes in DMP
Maintain a pleasant tone
Refresh your customer in a timely manner
Take the customer along the journey
Actively listen
Remain confident
Make notes of main reason for the call
De Escalate
Use KBs
Listen for Customer cues
Clearly explain
Used power words
Offer additional assist
Ask relevant probing questions
Ask the customer if you may place them on hold
Positively position
Provide best solution
Acknowledge the customers concern
Read order notes
Set hold expectations
Show willingness to assist
Acknowledge the impact the solution may have on the customer
