DeEscalateRemainconfidentOfferadditionalassistanceTake thecustomeralong thejourneyAcknowledgethecustomersconcernClearlyexplainShowwillingnessto assistEngageMake notesof mainreason forthe callUsepowerwordsListen forCustomercuesUseKBsMaintain apleasanttoneRefresh yourcustomer ina timelymannerAsk thecustomer ifyou mayplace themon holdActivelylistenAcknowledgethe impactthe situationmay have onthe customerSet holdexpectationsPositivelypositionBleedorangeRecapPitchthesurveyProvidebestsolutionChecknotesin DMPReadordernotesAskrelevantprobingquestionsDeEscalateRemainconfidentOfferadditionalassistanceTake thecustomeralong thejourneyAcknowledgethecustomersconcernClearlyexplainShowwillingnessto assistEngageMake notesof mainreason forthe callUsepowerwordsListen forCustomercuesUseKBsMaintain apleasanttoneRefresh yourcustomer ina timelymannerAsk thecustomer ifyou mayplace themon holdActivelylistenAcknowledgethe impactthe situationmay have onthe customerSet holdexpectationsPositivelypositionBleedorangeRecapPitchthesurveyProvidebestsolutionChecknotesin DMPReadordernotesAskrelevantprobingquestions

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