ActivelylistenTake thecustomeralong thejourneyAsk thecustomer ifyou mayplace themon holdAskrelevantprobingquestionsShowwillingnessto assistRecapListen forCustomercuesEngageClearlyexplainRemainconfidentMake notesof mainreason forthe callOfferadditionalassistReadordernotesSet holdexpectationsAcknowledgethe impactthe solutionmay have onthe customerAcknowledgethecustomersconcernPositivelypositionRefresh yourcustomer ina timelymannerDeEscalateChecknotesin DMPPitchthesurveyMaintain apleasanttoneUsepowerwordsProvidebestsolutionUseKBsActivelylistenTake thecustomeralong thejourneyAsk thecustomer ifyou mayplace themon holdAskrelevantprobingquestionsShowwillingnessto assistRecapListen forCustomercuesEngageClearlyexplainRemainconfidentMake notesof mainreason forthe callOfferadditionalassistReadordernotesSet holdexpectationsAcknowledgethe impactthe solutionmay have onthe customerAcknowledgethecustomersconcernPositivelypositionRefresh yourcustomer ina timelymannerDeEscalateChecknotesin DMPPitchthesurveyMaintain apleasanttoneUsepowerwordsProvidebestsolutionUseKBs

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