PitchthesurveyUseKBsAcknowledgethecustomersconcernUsepowerwordsDeEscalateReadordernotesChecknotesin DMPShowwillingnessto assistMaintain apleasanttoneRefresh yourcustomer ina timelymannerActivelylistenBleedorangePositivelypositionProvidebestsolutionEngageAskrelevantprobingquestionsAsk thecustomer ifyou mayplace themon holdListen forCustomercuesOfferadditionalassistanceClearlyexplainAcknowledgethe impactthe situationmay have onthe customerRemainconfidentSet holdexpectationsRecapMake notesof mainreason forthe callTake thecustomeralong thejourneyPitchthesurveyUseKBsAcknowledgethecustomersconcernUsepowerwordsDeEscalateReadordernotesChecknotesin DMPShowwillingnessto assistMaintain apleasanttoneRefresh yourcustomer ina timelymannerActivelylistenBleedorangePositivelypositionProvidebestsolutionEngageAskrelevantprobingquestionsAsk thecustomer ifyou mayplace themon holdListen forCustomercuesOfferadditionalassistanceClearlyexplainAcknowledgethe impactthe situationmay have onthe customerRemainconfidentSet holdexpectationsRecapMake notesof mainreason forthe callTake thecustomeralong thejourney

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