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