(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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Ask the customer if you may place them on hold
Recap
Take the customer along the journey
Use power words
Maintain a pleasant tone
De Escalate
Remain confident
Set hold expectations
Refresh your customer in a timely manner
Engage
Positively position
Acknowledge the customers concern
Use KBs
Provide best solution
Pitch the survey
Check notes in DMP
Make notes of main reason for the call
Free!
Actively listen
Show willingness to assist
Clearly explain
Listen for Customer cues
Acknowledge the impact the situation may have on the customer
