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