OfferadditionalassistanceAcknowledgethecustomersconcernPositivelypositionRemainconfidentAcknowledgethe impactthe situationmay have onthe customerListen forCustomercuesTake thecustomeralong thejourneyShowwillingnessto assistDeEscalateClearlyexplainAsk thecustomer ifyou mayplace themon holdBleedorangeAskrelevantprobingquestionsEngageActivelylistenSet holdexpectationsRecapRefresh yourcustomer ina timelymannerPitchthesurveyReadordernotesMaintain apleasanttoneUsepowerwordsMake notesof mainreason forthe callProvidebestsolutionChecknotesin DMPUseKBsOfferadditionalassistanceAcknowledgethecustomersconcernPositivelypositionRemainconfidentAcknowledgethe impactthe situationmay have onthe customerListen forCustomercuesTake thecustomeralong thejourneyShowwillingnessto assistDeEscalateClearlyexplainAsk thecustomer ifyou mayplace themon holdBleedorangeAskrelevantprobingquestionsEngageActivelylistenSet holdexpectationsRecapRefresh yourcustomer ina timelymannerPitchthesurveyReadordernotesMaintain apleasanttoneUsepowerwordsMake notesof mainreason forthe callProvidebestsolutionChecknotesin DMPUseKBs

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