Make notesof mainreason forthe callAskrelevantprobingquestionsSet holdexpectationsPositivelypositionMaintain apleasanttoneShowwillingnessto assistPitchthesurveyReadordernotesRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyEngageAsk thecustomer ifyou mayplace themon holdOfferadditionalassistanceRemainconfidentDeEscalateChecknotesin DMPProvidebestsolutionRecapListen forCustomercuesAcknowledgethe impactthe situationmay have onthe customerAcknowledgethecustomersconcernActivelylistenUsepowerwordsUseKBsClearlyexplainMake notesof mainreason forthe callAskrelevantprobingquestionsSet holdexpectationsPositivelypositionMaintain apleasanttoneShowwillingnessto assistPitchthesurveyReadordernotesRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyEngageAsk thecustomer ifyou mayplace themon holdOfferadditionalassistanceRemainconfidentDeEscalateChecknotesin DMPProvidebestsolutionRecapListen forCustomercuesAcknowledgethe impactthe situationmay have onthe customerAcknowledgethecustomersconcernActivelylistenUsepowerwordsUseKBsClearlyexplain

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
  1. Make notes of main reason for the call
  2. Ask relevant probing questions
  3. Set hold expectations
  4. Positively position
  5. Maintain a pleasant tone
  6. Show willingness to assist
  7. Pitch the survey
  8. Read order notes
  9. Refresh your customer in a timely manner
  10. Take the customer along the journey
  11. Engage
  12. Ask the customer if you may place them on hold
  13. Offer additional assistance
  14. Remain confident
  15. De Escalate
  16. Check notes in DMP
  17. Provide best solution
  18. Recap
  19. Listen for Customer cues
  20. Acknowledge the impact the situation may have on the customer
  21. Acknowledge the customers concern
  22. Actively listen
  23. Use power words
  24. Use KBs
  25. Clearly explain