UseKBsShowwillingnessto assistMake notesof mainreason forthe callOfferadditionalassistanceActivelylistenRemainconfidentRefresh yourcustomer ina timelymannerChecknotesin DMPAcknowledgethecustomersconcernTake thecustomeralong thejourneyClearlyexplainMaintain apleasanttoneUsepowerwordsDeEscalateAsk thecustomer ifyou mayplace themon holdEngageProvidebestsolutionAcknowledgethe impactthe situationmay have onthe customerPositivelypositionPitchthesurveyListen forCustomercuesSet holdexpectationsReadordernotesRecapAskrelevantprobingquestionsUseKBsShowwillingnessto assistMake notesof mainreason forthe callOfferadditionalassistanceActivelylistenRemainconfidentRefresh yourcustomer ina timelymannerChecknotesin DMPAcknowledgethecustomersconcernTake thecustomeralong thejourneyClearlyexplainMaintain apleasanttoneUsepowerwordsDeEscalateAsk thecustomer ifyou mayplace themon holdEngageProvidebestsolutionAcknowledgethe impactthe situationmay have onthe customerPositivelypositionPitchthesurveyListen forCustomercuesSet holdexpectationsReadordernotesRecapAskrelevantprobingquestions

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