RemainconfidentClearlyexplainUsepowerwordsSet holdexpectationsOfferadditionalassistancePositivelypositionProvidebestsolutionMake notesof mainreason forthe callUseKBsReadordernotesMaintain apleasanttoneAcknowledgethecustomersconcernTake thecustomeralong thejourneyAcknowledgethe impactthe situationmay have onthe customerDeEscalateChecknotesin DMPAskrelevantprobingquestionsRefresh yourcustomer ina timelymannerActivelylistenRecapAsk thecustomer ifyou mayplace themon holdListen forCustomercuesPitchthesurveyEngageShowwillingnessto assistRemainconfidentClearlyexplainUsepowerwordsSet holdexpectationsOfferadditionalassistancePositivelypositionProvidebestsolutionMake notesof mainreason forthe callUseKBsReadordernotesMaintain apleasanttoneAcknowledgethecustomersconcernTake thecustomeralong thejourneyAcknowledgethe impactthe situationmay have onthe customerDeEscalateChecknotesin DMPAskrelevantprobingquestionsRefresh yourcustomer ina timelymannerActivelylistenRecapAsk thecustomer ifyou mayplace themon holdListen forCustomercuesPitchthesurveyEngageShowwillingnessto assist

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