RemainconfidentDeEscalateAcknowledgethecustomersconcernAskrelevantprobingquestionsOfferadditionalassistanceChecknotesin DMPUseKBsMake notesof mainreason forthe callClearlyexplainAcknowledgethe impactthe situationmay have onthe customerListen forCustomercuesRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyUsepowerwordsEngageSet holdexpectationsAsk thecustomer ifyou mayplace themon holdBleedorangeFree!Showwillingnessto assistReadordernotesActivelylistenProvidebestsolutionMaintain apleasanttonePitchthesurveyPositivelypositionRecapRemainconfidentDeEscalateAcknowledgethecustomersconcernAskrelevantprobingquestionsOfferadditionalassistanceChecknotesin DMPUseKBsMake notesof mainreason forthe callClearlyexplainAcknowledgethe impactthe situationmay have onthe customerListen forCustomercuesRefresh yourcustomer ina timelymannerTake thecustomeralong thejourneyUsepowerwordsEngageSet holdexpectationsAsk thecustomer ifyou mayplace themon holdBleedorangeFree!Showwillingnessto assistReadordernotesActivelylistenProvidebestsolutionMaintain apleasanttonePitchthesurveyPositivelypositionRecap

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
26
27
  1. Remain confident
  2. De Escalate
  3. Acknowledge the customers concern
  4. Ask relevant probing questions
  5. Offer additional assistance
  6. Check notes in DMP
  7. Use KBs
  8. Make notes of main reason for the call
  9. Clearly explain
  10. Acknowledge the impact the situation may have on the customer
  11. Listen for Customer cues
  12. Refresh your customer in a timely manner
  13. Take the customer along the journey
  14. Use power words
  15. Engage
  16. Set hold expectations
  17. Ask the customer if you may place them on hold
  18. Bleed orange
  19. Free!
  20. Show willingness to assist
  21. Read order notes
  22. Actively listen
  23. Provide best solution
  24. Maintain a pleasant tone
  25. Pitch the survey
  26. Positively position
  27. Recap