Set holdexpectationsPitchthesurveyShowwillingnessto assistUseKBsMake notesof mainreason forthe callAskrelevantprobingquestionsPositivelypositionEngageRecapChecknotesin DMPReadordernotesListen forCustomercuesActivelylistenClearlyexplainRemainconfidentUsepowerwordsDeEscalateAcknowledgethecustomersconcernAsk thecustomer ifyou mayplace themon holdTake thecustomeralong thejourneyOfferadditionalassistanceMaintain apleasanttoneProvidebestsolutionAcknowledgethe impactthe situationmay have onthe customerRefresh yourcustomer ina timelymannerSet holdexpectationsPitchthesurveyShowwillingnessto assistUseKBsMake notesof mainreason forthe callAskrelevantprobingquestionsPositivelypositionEngageRecapChecknotesin DMPReadordernotesListen forCustomercuesActivelylistenClearlyexplainRemainconfidentUsepowerwordsDeEscalateAcknowledgethecustomersconcernAsk thecustomer ifyou mayplace themon holdTake thecustomeralong thejourneyOfferadditionalassistanceMaintain apleasanttoneProvidebestsolutionAcknowledgethe impactthe situationmay have onthe customerRefresh yourcustomer ina timelymanner

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