EngageRecapShowwillingnessto assistReadordernotesTake thecustomeralong thejourneyPitchthesurveyAsk thecustomer ifyou mayplace themon holdAcknowledgethe impactthe situationmay have onthe customerAskrelevantprobingquestionsRefresh yourcustomer ina timelymannerClearlyexplainPositivelypositionListen forCustomercuesProvidebestsolutionSet holdexpectationsUsepowerwordsMake notesof mainreason forthe callMaintain apleasanttoneOfferadditionalassistanceRemainconfidentUseKBsAcknowledgethecustomersconcernDeEscalateChecknotesin DMPActivelylistenEngageRecapShowwillingnessto assistReadordernotesTake thecustomeralong thejourneyPitchthesurveyAsk thecustomer ifyou mayplace themon holdAcknowledgethe impactthe situationmay have onthe customerAskrelevantprobingquestionsRefresh yourcustomer ina timelymannerClearlyexplainPositivelypositionListen forCustomercuesProvidebestsolutionSet holdexpectationsUsepowerwordsMake notesof mainreason forthe callMaintain apleasanttoneOfferadditionalassistanceRemainconfidentUseKBsAcknowledgethecustomersconcernDeEscalateChecknotesin DMPActivelylisten

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