UsepowerwordsPitchthesurveyClearlyexplainSet holdexpectationsReadordernotesMake notesof mainreason forthe callSmileDeEscalateAskrelevantprobingquestionsEngageAsk thecustomer ifyou mayplace themon holdMaintain apleasanttoneBleedorangeTake thecustomeralong thejourneyAcknowledgethe impactthe situationmay have onthe customerUseKBsRemainconfidentListen forCustomercuesPositivelypositionChecknotesin DMPRefresh yourcustomer ina timelymannerShowwillingnessto assistRecapAcknowledgethecustomersconcernActivelylistenProvidebestsolutionOfferadditionalassistanceUsepowerwordsPitchthesurveyClearlyexplainSet holdexpectationsReadordernotesMake notesof mainreason forthe callSmileDeEscalateAskrelevantprobingquestionsEngageAsk thecustomer ifyou mayplace themon holdMaintain apleasanttoneBleedorangeTake thecustomeralong thejourneyAcknowledgethe impactthe situationmay have onthe customerUseKBsRemainconfidentListen forCustomercuesPositivelypositionChecknotesin DMPRefresh yourcustomer ina timelymannerShowwillingnessto assistRecapAcknowledgethecustomersconcernActivelylistenProvidebestsolutionOfferadditionalassistance

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