EngageAsk thecustomer ifyou mayplace themon holdUsepowerwordsRefresh yourcustomer ina timelymannerAcknowledgethe impactthe solutionmay have onthe customerPositivelypositionSet holdexpectationsShowwillingnessto assistReadordernotesActivelylistenMaintain apleasanttoneClearlyexplainAcknowledgethecustomersconcernDeEscalateProvidebestsolutionTake thecustomeralong thejourneyMake notesof mainreason forthe callListen forCustomercuesRecapAskrelevantprobingquestionsChecknotesin DMPPitchthesurveyOfferadditionalassistanceRemainconfidentUseKBsEngageAsk thecustomer ifyou mayplace themon holdUsepowerwordsRefresh yourcustomer ina timelymannerAcknowledgethe impactthe solutionmay have onthe customerPositivelypositionSet holdexpectationsShowwillingnessto assistReadordernotesActivelylistenMaintain apleasanttoneClearlyexplainAcknowledgethecustomersconcernDeEscalateProvidebestsolutionTake thecustomeralong thejourneyMake notesof mainreason forthe callListen forCustomercuesRecapAskrelevantprobingquestionsChecknotesin DMPPitchthesurveyOfferadditionalassistanceRemainconfidentUseKBs

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