RecapAsk thecustomer ifyou mayplace themon holdProvidebestsolutionActivelylistenPositivelypositionPitchthesurveyAskrelevantprobingquestionsOfferadditionalassistanceAcknowledgethe impactthe situationmay have onthe customerShowwillingnessto assistAcknowledgethecustomersconcernUseKBsMaintain apleasanttoneRemainconfidentReadordernotesBleedorangeSet holdexpectationsUsepowerwordsMake notesof mainreason forthe callClearlyexplainEngageDeEscalateChecknotesin DMPListen forCustomercuesTake thecustomeralong thejourneyRefresh yourcustomer ina timelymannerFree!RecapAsk thecustomer ifyou mayplace themon holdProvidebestsolutionActivelylistenPositivelypositionPitchthesurveyAskrelevantprobingquestionsOfferadditionalassistanceAcknowledgethe impactthe situationmay have onthe customerShowwillingnessto assistAcknowledgethecustomersconcernUseKBsMaintain apleasanttoneRemainconfidentReadordernotesBleedorangeSet holdexpectationsUsepowerwordsMake notesof mainreason forthe callClearlyexplainEngageDeEscalateChecknotesin DMPListen forCustomercuesTake thecustomeralong thejourneyRefresh yourcustomer ina timelymannerFree!

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