EngageClearlyexplainAcknowledgethe impactthe situationmay have onthe customerAskrelevantprobingquestionsSet holdexpectationsShowwillingnessto assistUsepowerwordsMake notesof mainreason forthe callRemainconfidentReadordernotesProvidebestsolutionMaintain apleasanttoneListen forCustomercuesRefresh yourcustomer ina timelymannerChecknotesin DMPOfferadditionalassistanceAcknowledgethecustomersconcernTake thecustomeralong thejourneyPitchthesurveyAsk thecustomer ifyou mayplace themon holdRecapUseKBsActivelylistenPositivelypositionDeEscalateEngageClearlyexplainAcknowledgethe impactthe situationmay have onthe customerAskrelevantprobingquestionsSet holdexpectationsShowwillingnessto assistUsepowerwordsMake notesof mainreason forthe callRemainconfidentReadordernotesProvidebestsolutionMaintain apleasanttoneListen forCustomercuesRefresh yourcustomer ina timelymannerChecknotesin DMPOfferadditionalassistanceAcknowledgethecustomersconcernTake thecustomeralong thejourneyPitchthesurveyAsk thecustomer ifyou mayplace themon holdRecapUseKBsActivelylistenPositivelypositionDeEscalate

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