EngagePositivelypositionAskrelevantprobingquestionsRecapClearlyexplainActivelylistenAcknowledgethecustomersconcernAsk thecustomer ifyou mayplace themon holdOfferadditionalassistSet holdexpectationsMake notesof mainreason forthe callUseKBsTake thecustomeralong thejourneyChecknotesin DMPMaintain apleasanttoneAcknowledgethe impactthe solutionmay have onthe customerDeEscalatePitchthesurveyShowwillingnessto assistProvidebestsolutionListen forCustomercuesRemainconfidentUsepowerwordsReadordernotesRefresh yourcustomer ina timelymannerEngagePositivelypositionAskrelevantprobingquestionsRecapClearlyexplainActivelylistenAcknowledgethecustomersconcernAsk thecustomer ifyou mayplace themon holdOfferadditionalassistSet holdexpectationsMake notesof mainreason forthe callUseKBsTake thecustomeralong thejourneyChecknotesin DMPMaintain apleasanttoneAcknowledgethe impactthe solutionmay have onthe customerDeEscalatePitchthesurveyShowwillingnessto assistProvidebestsolutionListen forCustomercuesRemainconfidentUsepowerwordsReadordernotesRefresh yourcustomer ina timelymanner

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