Acknowledgethe impactthe solutionmay have onthe customerAskrelevantprobingquestionsReadordernotesUseKBsSet holdexpectationsDeEscalatePositivelypositionChecknotesin DMPProvidebestsolutionEngageShowwillingnessto assistListen forCustomercuesActivelylistenRecapAcknowledgethecustomersconcernPitchthesurveyUsepowerwordsMake notesof mainreason forthe callAsk thecustomer ifyou mayplace themon holdTake thecustomeralong thejourneyRemainconfidentOfferadditionalassistanceMaintain apleasanttoneClearlyexplainRefresh yourcustomer ina timelymannerAcknowledgethe impactthe solutionmay have onthe customerAskrelevantprobingquestionsReadordernotesUseKBsSet holdexpectationsDeEscalatePositivelypositionChecknotesin DMPProvidebestsolutionEngageShowwillingnessto assistListen forCustomercuesActivelylistenRecapAcknowledgethecustomersconcernPitchthesurveyUsepowerwordsMake notesof mainreason forthe callAsk thecustomer ifyou mayplace themon holdTake thecustomeralong thejourneyRemainconfidentOfferadditionalassistanceMaintain apleasanttoneClearlyexplainRefresh 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. Acknowledge the impact the solution may have on the customer
  2. Ask relevant probing questions
  3. Read order notes
  4. Use KBs
  5. Set hold expectations
  6. De Escalate
  7. Positively position
  8. Check notes in DMP
  9. Provide best solution
  10. Engage
  11. Show willingness to assist
  12. Listen for Customer cues
  13. Actively listen
  14. Recap
  15. Acknowledge the customers concern
  16. Pitch the survey
  17. Use power words
  18. Make notes of main reason for the call
  19. Ask the customer if you may place them on hold
  20. Take the customer along the journey
  21. Remain confident
  22. Offer additional assistance
  23. Maintain a pleasant tone
  24. Clearly explain
  25. Refresh your customer in a timely manner