PitchthesurveyAcknowledgethecustomersconcernTake thecustomeralong thejourneyUseKBsProvidebestsolutionAskrelevantprobingquestionsRecapMake notesof mainreason forthe callEngageMaintain apleasanttoneDeEscalateAcknowledgethe impactthe situationmay have onthe customerClearlyexplainOfferadditionalassistanceShowwillingnessto assistListen forCustomercuesFree!Set holdexpectationsRemainconfidentPositivelypositionAsk thecustomer ifyou mayplace themon holdRefresh yourcustomer ina timelymannerReadordernotesUsepowerwordsBleedorangeActivelylistenChecknotesin DMPPitchthesurveyAcknowledgethecustomersconcernTake thecustomeralong thejourneyUseKBsProvidebestsolutionAskrelevantprobingquestionsRecapMake notesof mainreason forthe callEngageMaintain apleasanttoneDeEscalateAcknowledgethe impactthe situationmay have onthe customerClearlyexplainOfferadditionalassistanceShowwillingnessto assistListen forCustomercuesFree!Set holdexpectationsRemainconfidentPositivelypositionAsk thecustomer ifyou mayplace themon holdRefresh yourcustomer ina timelymannerReadordernotesUsepowerwordsBleedorangeActivelylistenChecknotesin DMP

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