RecapSet holdexpectationsMaintain apleasanttoneClearlyexplainEngageTake thecustomeralong thejourneyUsepowerwordsAskrelevantprobingquestionsRemainconfidentChecknotesin DMPAcknowledgethe impactthe solutionmay have onthe customerAsk thecustomer ifyou mayplace themon holdPitchthesurveyListen forCustomercuesPositivelypositionMake notesof mainreason forthe callRefresh yourcustomer ina timelymannerUseKBsShowwillingnessto assistOfferadditionalassistProvidebestsolutionReadordernotesActivelylistenAcknowledgethecustomersconcernDeEscalateRecapSet holdexpectationsMaintain apleasanttoneClearlyexplainEngageTake thecustomeralong thejourneyUsepowerwordsAskrelevantprobingquestionsRemainconfidentChecknotesin DMPAcknowledgethe impactthe solutionmay have onthe customerAsk thecustomer ifyou mayplace themon holdPitchthesurveyListen forCustomercuesPositivelypositionMake notesof mainreason forthe callRefresh yourcustomer ina timelymannerUseKBsShowwillingnessto assistOfferadditionalassistProvidebestsolutionReadordernotesActivelylistenAcknowledgethecustomersconcernDeEscalate

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