(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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Set hold expectations
Pitch the survey
Show willingness to assist
Use KBs
Make notes of main reason for the call
Ask relevant probing questions
Positively position
Engage
Recap
Check notes in DMP
Read order notes
Listen for Customer cues
Actively listen
Clearly explain
Remain confident
Use power words
De Escalate
Acknowledge the customers concern
Ask the customer if you may place them on hold
Take the customer along the journey
Offer additional assistance
Maintain a pleasant tone
Provide best solution
Acknowledge the impact the situation may have on the customer
