Acknowledgethe impactthe solutionmay have onthe customerMake notesof mainreason forthe callPitchthesurveyReadordernotesSet holdexpectationsPositivelypositionUseKBsChecknotesin DMPRecapListen forCustomercuesMaintain apleasanttoneTake thecustomeralong thejourneyProvidebestsolutionAsk thecustomer ifyou mayplace themon holdEngageRefresh yourcustomer ina timelymannerOfferadditionalassistAcknowledgethecustomersconcernActivelylistenDeEscalateClearlyexplainShowwillingnessto assistRemainconfidentUsepowerwordsAskrelevantprobingquestionsAcknowledgethe impactthe solutionmay have onthe customerMake notesof mainreason forthe callPitchthesurveyReadordernotesSet holdexpectationsPositivelypositionUseKBsChecknotesin DMPRecapListen forCustomercuesMaintain apleasanttoneTake thecustomeralong thejourneyProvidebestsolutionAsk thecustomer ifyou mayplace themon holdEngageRefresh yourcustomer ina timelymannerOfferadditionalassistAcknowledgethecustomersconcernActivelylistenDeEscalateClearlyexplainShowwillingnessto assistRemainconfidentUsepowerwordsAskrelevantprobingquestions

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.


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