Ask thecustomer ifyou mayplace themon holdActivelylistenDeEscalateRemainconfidentOfferadditionalassistanceEngageRefresh yourcustomer ina timelymannerRecapUsepowerwordsShowwillingnessto assistSet holdexpectationsClearlyexplainTake thecustomeralong thejourneyAcknowledgethe impactthe situationmay have onthe customerAskrelevantprobingquestionsListen forCustomercuesMake notesof mainreason forthe callMaintain apleasanttonePositivelypositionPitchthesurveyProvidebestsolutionAcknowledgethecustomersconcernChecknotesin DMPReadordernotesUseKBsAsk thecustomer ifyou mayplace themon holdActivelylistenDeEscalateRemainconfidentOfferadditionalassistanceEngageRefresh yourcustomer ina timelymannerRecapUsepowerwordsShowwillingnessto assistSet holdexpectationsClearlyexplainTake thecustomeralong thejourneyAcknowledgethe impactthe situationmay have onthe customerAskrelevantprobingquestionsListen forCustomercuesMake notesof mainreason forthe callMaintain apleasanttonePositivelypositionPitchthesurveyProvidebestsolutionAcknowledgethecustomersconcernChecknotesin DMPReadordernotesUseKBs

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