Checknotesin DMPSet holdexpectationsAcknowledgethecustomersconcernShowwillingnessto assistPitchthesurveyMaintain apleasanttoneRefresh yourcustomer ina timelymannerEngageMake notesof mainreason forthe callUsepowerwordsProvidebestsolutionDeEscalateUseKBsOfferadditionalassistanceClearlyexplainRemainconfidentReadordernotesAsk thecustomer ifyou mayplace themon holdRecapAcknowledgethe impactthe situationmay have onthe customerListen forCustomercuesAskrelevantprobingquestionsActivelylistenTake thecustomeralong thejourneyPositivelypositionChecknotesin DMPSet holdexpectationsAcknowledgethecustomersconcernShowwillingnessto assistPitchthesurveyMaintain apleasanttoneRefresh yourcustomer ina timelymannerEngageMake notesof mainreason forthe callUsepowerwordsProvidebestsolutionDeEscalateUseKBsOfferadditionalassistanceClearlyexplainRemainconfidentReadordernotesAsk thecustomer ifyou mayplace themon holdRecapAcknowledgethe impactthe situationmay have onthe customerListen forCustomercuesAskrelevantprobingquestionsActivelylistenTake thecustomeralong thejourneyPositivelyposition

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
  1. Check notes in DMP
  2. Set hold expectations
  3. Acknowledge the customers concern
  4. Show willingness to assist
  5. Pitch the survey
  6. Maintain a pleasant tone
  7. Refresh your customer in a timely manner
  8. Engage
  9. Make notes of main reason for the call
  10. Use power words
  11. Provide best solution
  12. De Escalate
  13. Use KBs
  14. Offer additional assistance
  15. Clearly explain
  16. Remain confident
  17. Read order notes
  18. Ask the customer if you may place them on hold
  19. Recap
  20. Acknowledge the impact the situation may have on the customer
  21. Listen for Customer cues
  22. Ask relevant probing questions
  23. Actively listen
  24. Take the customer along the journey
  25. Positively position