Ask thecustomer ifyou mayplace themon holdAcknowledgethe impactthe situationmay have onthe customerSet holdexpectationsPitchthesurveyMake notesof mainreason forthe callReadordernotesSmileMaintain apleasanttoneClearlyexplainPositivelypositionRecapChecknotesin DMPAcknowledgethecustomersconcernBleedorangeActivelylistenRemainconfidentShowwillingnessto assistProvidebestsolutionAskrelevantprobingquestionsOfferadditionalassistanceRefresh yourcustomer ina timelymannerDeEscalateListen forCustomercuesUsepowerwordsEngageUseKBsTake thecustomeralong thejourneyAsk thecustomer ifyou mayplace themon holdAcknowledgethe impactthe situationmay have onthe customerSet holdexpectationsPitchthesurveyMake notesof mainreason forthe callReadordernotesSmileMaintain apleasanttoneClearlyexplainPositivelypositionRecapChecknotesin DMPAcknowledgethecustomersconcernBleedorangeActivelylistenRemainconfidentShowwillingnessto assistProvidebestsolutionAskrelevantprobingquestionsOfferadditionalassistanceRefresh yourcustomer ina timelymannerDeEscalateListen forCustomercuesUsepowerwordsEngageUseKBsTake 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.


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