Ask thecustomer ifyou mayplace themon holdOfferadditionalassistListen forCustomercuesUseKBsPitchthesurveyDeEscalateMake notesof mainreason forthe callEngageMaintain apleasanttonePositivelypositionActivelylistenRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyClearlyexplainSet holdexpectationsAcknowledgethe impactthe solutionmay have onthe customerUsepowerwordsChecknotesin DMPAskrelevantprobingquestionsRemainconfidentReadordernotesAcknowledgethecustomersconcernShowwillingnessto assistProvidebestsolutionRecapAsk thecustomer ifyou mayplace themon holdOfferadditionalassistListen forCustomercuesUseKBsPitchthesurveyDeEscalateMake notesof mainreason forthe callEngageMaintain apleasanttonePositivelypositionActivelylistenRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyClearlyexplainSet holdexpectationsAcknowledgethe impactthe solutionmay have onthe customerUsepowerwordsChecknotesin DMPAskrelevantprobingquestionsRemainconfidentReadordernotesAcknowledgethecustomersconcernShowwillingnessto assistProvidebestsolutionRecap

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