DeEscalateSet holdexpectationsActivelylistenRecapTake thecustomeralong thejourneyPositivelypositionRefresh yourcustomer ina timelymannerUseKBsMaintain apleasanttoneAcknowledgethecustomersconcernPitchthesurveyUsepowerwordsProvidebestsolutionClearlyexplainMake notesof mainreason forthe callAcknowledgethe impactthe situationmay have onthe customerOfferadditionalassistanceAsk thecustomer ifyou mayplace themon holdRemainconfidentAskrelevantprobingquestionsShowwillingnessto assistReadordernotesListen forCustomercuesChecknotesin DMPEngageDeEscalateSet holdexpectationsActivelylistenRecapTake thecustomeralong thejourneyPositivelypositionRefresh yourcustomer ina timelymannerUseKBsMaintain apleasanttoneAcknowledgethecustomersconcernPitchthesurveyUsepowerwordsProvidebestsolutionClearlyexplainMake notesof mainreason forthe callAcknowledgethe impactthe situationmay have onthe customerOfferadditionalassistanceAsk thecustomer ifyou mayplace themon holdRemainconfidentAskrelevantprobingquestionsShowwillingnessto assistReadordernotesListen forCustomercuesChecknotesin DMPEngage

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