EngageActivelylistenAsk thecustomer ifyou mayplace themon holdSet holdexpectationsOfferadditionalassistanceAcknowledgethe impactthe solutionmay have onthe customerListen forCustomercuesDeEscalateRefresh yourcustomer ina timelymannerAcknowledgethecustomersconcernClearlyexplainMaintain apleasanttoneChecknotesin DMPPitchthesurveyRecapRemainconfidentTake thecustomeralong thejourneyPositivelypositionShowwillingnessto assistUseKBsAskrelevantprobingquestionsMake notesof mainreason forthe callProvidebestsolutionReadordernotesUsepowerwordsEngageActivelylistenAsk thecustomer ifyou mayplace themon holdSet holdexpectationsOfferadditionalassistanceAcknowledgethe impactthe solutionmay have onthe customerListen forCustomercuesDeEscalateRefresh yourcustomer ina timelymannerAcknowledgethecustomersconcernClearlyexplainMaintain apleasanttoneChecknotesin DMPPitchthesurveyRecapRemainconfidentTake thecustomeralong thejourneyPositivelypositionShowwillingnessto assistUseKBsAskrelevantprobingquestionsMake notesof mainreason forthe callProvidebestsolutionReadordernotesUsepowerwords

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