DeEscalateChecknotesin DMPAcknowledgethe impactthe situationmay have onthe customerTake thecustomeralong thejourneyOfferadditionalassistanceRecapRefresh yourcustomer ina timelymannerActivelylistenListen forCustomercuesAcknowledgethecustomersconcernClearlyexplainRemainconfidentPitchthesurveyReadordernotesSet holdexpectationsMake notesof mainreason forthe callAsk thecustomer ifyou mayplace themon holdUsepowerwordsUseKBsAskrelevantprobingquestionsShowwillingnessto assistEngageMaintain apleasanttonePositivelypositionProvidebestsolutionDeEscalateChecknotesin DMPAcknowledgethe impactthe situationmay have onthe customerTake thecustomeralong thejourneyOfferadditionalassistanceRecapRefresh yourcustomer ina timelymannerActivelylistenListen forCustomercuesAcknowledgethecustomersconcernClearlyexplainRemainconfidentPitchthesurveyReadordernotesSet holdexpectationsMake notesof mainreason forthe callAsk thecustomer ifyou mayplace themon holdUsepowerwordsUseKBsAskrelevantprobingquestionsShowwillingnessto assistEngageMaintain apleasanttonePositivelypositionProvidebestsolution

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